IT Support Engineer

Overview

At PPRO, our mission is to simplify access to local payment methods and enable the sale of goods and services worldwide using customers' preferred payment methods. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate growth. Our diverse global team spans 50+ nationalities and 10+ international locations, united to deliver the best possible products and services to partners and customers. Our internal mission includes #chooseaction, #beopen, #thinkcustomer, #gofurther and #wintogether.

The Purpose: In PPRO's IT Support team, we empower users with exceptional IT support to help them do their best work.

We're looking for a passionate individual to create a seamless experience for everyone. The role focuses on IT service management, software engineering methodologies, system design principles, and related concepts. You will combine hands-on support, efficient operations of systems, and contributions to key projects.

In this role, you will work closely with local IT team members in São Paulo to provide support for users across North and South America. You will also collaborate with colleagues in London, Berlin, Munich, and Singapore to support PPRO's global staff and ensure continuous 24/7 operations. The role primarily requires you to be in the office five days a week, with very infrequent travel for projects such as office moves in supported regions.

What Type of Work Will You Be Doing?

• Asset management: manage the end-to-end lifecycle of IT assets (laptops/macOS and Windows), monitors, meeting rooms, printers and other IT assets.
• Incident management: provide level 1 or 2 support on IT assets, escalate and resolve tickets with the team, and communicate updates to requestors. Tasks include diagnostics, troubleshooting, and following best practices; leverage logging and monitoring to identify and optimise problems.
• Problem management: identify recurring issues, ensure they are logged and tracked, and participate in resolving issues with senior teams.
• Service management: understand the IT user experience and workflow. Ensure documentation is up to date to enable self-service and use of AI tools to access information from internal sources.

Who You Are / Our Environment

• Process/Frameworks/Concepts: understanding of prioritisation, trade-off analysis, debugging, testing in different environments, deductive reasoning, and security best practices.
• Security awareness: exposure to security controls (AV, MFA), risks and best practices.
• Abilities:
• Mandatory: describe problems and troubleshooting steps in a structured, detailed manner, including results.
• Optional: propose a solution in a structured and detailed manner to stakeholders and decision makers.
• Desirable: collaborate or complete required tests and documentation.
• Ideally experience or understanding of ITIL service management (certification is advantageous).
• Ideally experience with Agile development methodologies (Kanban, daily stand-up, retros are familiar).
• Infrastructure/Tech stack: MacOS and Windows endpoint management; experience administering Google Workspace (or Office 365); experience with service desk platforms; Atlassian Jira/Confluence; MDM platforms (Workspace ONE, Apple Business Manager) would be advantageous; monitoring and logging with DataDog.
• Languages: excellent Portuguese and English are required; Spanish is a plus. Strong soft skills for user interaction are essential.

Key Deliverables in the First Few Months

• First Month: onboard to systems, staff, SOPs and processes; start resolving common IT support requests; review MDM and asset management systems and perform maintenance tasks.
• Months 2-3: take ownership of onsite IT support in the São Paulo office and join the extended team to support users in other regions; gain deeper project context and identify areas for contribution.
• Months 4-6: contribute to documentation improvements; focus on using systems and data to proactively solve problems and optimise the environment; contribute to office spirit and improve IT support and equipment standards.

What We Offer

Hybrid working: Hybrid structure with a 3 days/week on-site expectation. 30-day holiday allowance. Work-from-abroad policy enabling remote work up to 30 additional days per year.

Learning and Development: 3,000 BRL annual budget for professional growth, leadership cafés, on-the-job training, and other development opportunities.

Insurance: Life, health, dental, and travel insurance options.

Meal vouchers: BRL 54/day with options for meal allowance, supermarket voucher or both.

Enhance Family Leave: Enhanced family leave to support key life moments.

Transportation Voucher: Coverage of commute costs.

Gym membership: Company contribution to gym memberships.

New Value (Deals & Coupons Platform): Access to discounts at restaurants, stores, and events.

Mental Health Platform: Access to one-on-one therapy, chat therapy, courses, and guided meditations.

SESC: Access to education, health, culture, recreational programs and social assistance for employees and dependents.

Our Principles:

We get things done: Courageous, take ownership, make decisions and execute.

We act with trust and integrity: Listen, challenge respectfully, welcome diverse perspectives, provide feedback with positive intent.

We put the customer first: Deliver outstanding outcomes and keep the customer at the heart of what we do.

We make things better: Explore new ideas and commit to continuous improvement.

We work as a team: Collaborate closely and value team success.

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