L2 Desktop Support Engineer

Há 6 dias

São Paulo, São Paulo, Brasil Scionecx Private Limited Tempo inteiro

About the Role

We are seeking a proactive IT Support Specialist (Level 2, 3) to provide frontline technical assistance for Windows-based systems and basic network infrastructure. This role requires on-site presence at our São Paulo office, where you will troubleshoot hardware, software, and network issues to ensure seamless operations for end-users. Fluency in English is essential for effective communication with global teams.

Key Responsibilities

  • Technical Support:
  • Resolve L1-L2-L3 issues related to Windows OS (Windows 10/11), Microsoft Office Suite, and peripheral devices (printers, scanners, etc.).
  • Perform basic network troubleshooting (LAN/Wi-Fi connectivity, IP configurations, VPN access).
  • Install, configure, and maintain desktop hardware, software, and mobile devices.
  • Hardware & Field (H&F) Management:
  • Diagnose and replace faulty hardware components (HDDs, RAM, power supplies).
  • Manage on-site IT assets, including inventory tracking and cable management.
  • Incident Management:
  • Log, prioritize, and escalate tickets using ITSM tools (e.g., ServiceNow, Jira).
  • Document solutions in the knowledge base for recurring issues.
  • User Assistance:
  • Guide end-users through troubleshooting steps via phone, email, or desk-side support.
  • Set up workstations for new hires and conduct basic IT orientation.
  • Compliance & Security:
  • Enforce security protocols (password resets, antivirus updates, patch installations).
  • Ensure compliance with IT policies and data privacy regulations (e.g., GDPR).

Required Qualifications

  • Experience:
  • 2–3 years in L1-L2 technical support for Windows environments.
  • Hands-on experience with network fundamentals (TCP/IP, DNS, DHCP, routers/switches).
  • Proven ability to troubleshoot hardware issues (desktops, laptops, peripherals).
  • Technical Skills:
  • Windows OS: Installation, configuration, and troubleshooting.
  • Networking: Basic LAN/Wi-Fi support, VPN configurations, and connectivity diagnostics.
  • Tools: Proficiency with remote support tools (e.g., TeamViewer) and ITSM software.
  • Language: Fluent in English (verbal and written). German language skills are a plus, but not mandatory.
  • Work Authorisation: Must hold valid rights to work in Germany.

Preferred Skills

  • Certifications: CompTIA A+, Microsoft 365 Fundamentals (MS-900), or ITIL Foundation.
  • Familiarity with Active Directory (user account management, password resets).
  • Basic knowledge of Microsoft Endpoint Manager/Intune.

Working Conditions

  • Onsite Requirement: Full-time physical presence at the Stephanskirchen office.
  • Physical Tasks: Ability to lift/move equipment (up to 20 kg) and work under desks/workstations.
  • Environment: Collaborative office setting with adherence to safety protocols.

Application Instructions

Submit your resume and a cover letter highlighting your Windows/network support experience to by 3/12/2025 Use the subject line:

"Application: IT Support Technician (L2) – São Paulo."

Equal Opportunity Employer: We celebrate diversity and encourage applications from all qualified candidates.

Job Type: Contract

Contract length: 12 months

Pay: R$2, R$3,700.00 per month

Experience:

  • L2 Desktop Support (Required)
  • Network Troubleshooting (Required)
  • TCP/IP, DHCP, Windows Troubleshooting (Required)

Location:

  • São Paulo, SP (Required)

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