IT Support Analyst

About Digibee

Digibee is an iPaaS that scales integration workflows while reducing cost and technical debt. Rather than require specialized integration experts, Digibee lets every developer quickly build, test, deploy, govern, and monitor integrations across on-premise and cloud environments using a simple but powerful low-code interface.

Founded in São Paulo, Brazil, in 2017 and headquartered in Weston, Florida, our team is widely distributed throughout the Americas. In May of 2023, Digibee closed a Series B funding round of $60 million that is intended to drive our expansion in the United States.

About the role

We are looking for a proactive and results-oriented IT Support Analyst (Mid-Level) who will be crucial for the continuity of our IT services. Your role will span from daily support and the management of IT assets (equipment and SaaS tools) to identifying recurring incidents and proposing solutions that optimize our processes. You will ensure a seamless experience for all employees, from onboarding to daily operations, and will serve as a vital link between first-level support and more complex escalations.

• Resolve escalated incidents and requests: Act as a focal point for second-level IT support, troubleshooting complex hardware, software, network, and system issues, and ensuring operational continuity.
• Manage user access and employee lifecycle: Administer credentials, permissions, and system access, as well as coordinate the complete onboarding and offboarding processes, efficiently utilizing SaaS tools, Identity Providers (IDP), and Mobile Device Management (MDM) solutions.
• Administer SaaS applications and services: Be responsible for the configuration, maintenance, and support of various cloud-based Software as a Service (SaaS) tools used by the company, ensuring their proper functioning and integration.
• Create and maintain technical documentation: Develop and update FAQs, operational procedures, and knowledge base articles to optimize support and empower users, ensuring standardization and information sharing.
• Perform advanced troubleshooting: Demonstrate strong diagnostic and problem-solving (troubleshooting) skills, identifying root causes and implementing effective solutions for complex incidents.
• Develop scripts for automation: Apply scripting skills to integrate systems, automate routine tasks, and optimize IT processes, thereby increasing operational efficiency.

• Academic Background: Completed technical cours bachelor's degree in Information Technology fields, such as Computer Networks, Information Systems, Computer Science, or related areas.
• Operating Systems: Proven proficiency and experience in supporting Windows and macOS environments, including installation, configuration, and advanced troubleshooting.
• SaaS and Access Management: Solid experience in supporting and administering various cloud-based SaaS (Software as a Service) tools, with a focus on user account management, permissions, and access policies.
• Asset Management: Practical knowledge and experience with IT inventory processes, along with an understanding of equipment and accessory procurement and distribution.
• Audiovisual Support: Familiarity with audio and video systems and equipment used in corporate environments, including setup and troubleshooting.
• Problem-Solving: Proven ability to diagnose and resolve complex IT issues, with a focus on identifying root causes and implementing effective solutions.

Nice to have

• Automation and Scripting: Experience with task automation and/or scripting skills (e.g., PowerShell, Python) for process optimization.
• Essential Tools: Experience managing platforms such as Google Workspace, Identity Providers (IdP), and Mobile Device Management (MDM) solutions.
• Language: Advanced English (speaking and writing) for technical and corporate communication.

Location

Brazil

Our perks and benefits

• Health care
• Dental care
• R$ 1.200,00/month on Caju card (for food and meal allowance, mobility, home office supplies, culture, health, and education)
• Life insurance
• Child care assistance
• Wellhub (Gympass)
• English course: we have a partnership for group classes for R$100 monthly
• Global Equity Program

Our culture

We believe in a highly collaborative work environment in order to foster constant development and exchange between teams. We encourage learning, sharing knowledge, and using new technologies to create disruptive ideas - we want to create something great together

At Digibee, we know it's our people who make the difference. We embrace and value diversity and are dedicated to encouraging a supportive and respectful culture in our community.

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We are interested in every qualified candidate eligible to work remotely in the country of this job posting. However, we are not able to sponsor visas for this position.