IT Servicedesk Specialist

Department:
Information Technology

Location:
LATAM-Brazil-Sao Paulo

Description
The IT ServiceDesk Specialist, Site IT Services, acts as a technical expert responsible for resolving complex issues, owning key workplace technologies, and supporting infrastructure activities at the site. The role ensures operational excellence, mentors engineers, and contributes to global DWT&O initiatives.

This role is part of Digital Workplace Technology & Operations (DWT&O), delivering IT Services in partnership with the Global Operations Center (GOC). Together, Site IT and GOC form the Unified Global Service Desk model within DWTech&Ops.

Key Responsibilities

• Advanced End-User Support
• Provide onsite and remote support for daily incidents and IT service requests.
• Resolve high-complexity incidents across hardware, operating systems and collaboration platforms.
• Support onboarding, device setup, application configuration, identity troubleshooting, MFA, and access-related issues.
• Support advanced troubleshooting across Windows/macOS, O365, Teams/Zoom, AV, and workplace technologies.
• Act as an onsite SME for Windows/macOS, AV, and collaboration tools.
• Ensure excellent customer service and stakeholder communication.
• Support executive-level technology needs and visits.
• Assist with infrastructure tasks and ensure site technology readiness.
• Ensure readiness and support of AV Systems, meeting rooms and collaboration spaces experience, including standards, testing, improvements, and troubleshooting.
• Prepare and support of large-scale events, executive briefings, and leadership meetings.
• Proactively monitor shared collaboration spaces.
• Lead the full asset lifecycle for the site, including procurement coordination, deployment standards, relocations, decommissioning, and inventory governance.
• Ensure accurate documentation in asset management systems.
• Support remarketing and recycling initiatives.
• Conduct server room inspections, vendor escorting, environmental monitoring, and device checks.
• Escort vendors and assist senior engineers with cabling, hardware placement, or equipment handling.
• Support network and infra related troubleshooting (cabling, mounting, patching, wifi issues, on site troubleshooting).
• Drive improvements to SOPs, documentation, ticket flows, and user experience.
• Lead or contribute significantly to global initiatives driven by DWTech&Ops (automation, catalog improvements, compliance, operational excellence).
• Maintain Knowledge Base relevance and accuracy.
• Identify long-term problems and propose strategic fixes.
• Work closely with GOC and global engineering teams on major issues or initiatives.
• Partner with Facilities, HR, Security, and local teams to support site operations.
• Mentor Junior and IT Engineers; provide guidance, training, and knowledge sharing.
• Support facilities moves, expansions, or site renovations.
• Participate in global DWT&O initiatives and projects.

Skills, Knowledge & Expertise

• Computer Science, Information Technology, Engineering degree or equivalent professional experience.
• 4+ years in IT support or site engineering.
• Experience with enterprise IT systems required.
• Experience in mentoring or guiding other engineers preferred.
• Experience operating as an SME or technical lead preferred.
• Strong troubleshooting skills in Windows, macOS, Office 365, Teams, and workplace applications.
• Full understanding of identity platforms (Active Directory, Cloud, Intune etc.
• Fully understand networking fundamentals (DNS, DHCP, TCP/IP, VPN).
• Expert in Windows and macOS environments.
• Excellent communication, documentation, and collaboration skills.
• Ability to independently manage day-to-day workload.
• Strong AV/meeting room technology understanding.
• ITIL Foundation
• Microsoft certification
• Apple certification
• CompTIA Certification
• AV systems certification (Teams Rooms, Zoom Rooms)

Complementary skills

• Customer obsession mindset.
• Root-cause analysis and complex troubleshooting.
• Strong prioritization, planning, and execution in dynamic environments.
• Clear communication, teamwork and excellent interpersonal and customer service skills across all levels of the organization
• Adaptability and willingness to develop skills.
• Technical leadership and ownership of key technologies.
• Ability to work independently on advanced tasks.
• Clear documentation and process focus.

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Equal Opportunity Statement
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.