12452518 - Analista Suporte Bilingue Sr

Are you ready to be part of a global journey of transformation?
At Stefanini Group, we believe in the power of collaboration to co-create innovative solutions combining cutting-edge technology, artificial intelligence, and human creativity.
We are seeking a Field Service Specialist to provide high-complexity onsite IT support, ensuring the performance of local IT infrastructure.
In this role, you will act as a technical escalation point, deliver VIP white-glove support to C-level executives, and interface directly with global IT teams.
Responsibilities
Provide advanced N2/N3 troubleshooting for hardware and software across desktops, laptops (Windows and macOS), and mobile devices.
Perform hands‐on physical troubleshooting on local infrastructure, such as network equipment (switches, access points) and servers, assisting global engineering teams.
Configure and support videoconferencing systems in meeting rooms (Microsoft Teams Rooms, Zoom, Cisco).
Deliver high‐agility, preventive VIP (White-Glove) support for executives (C-Level) and international visitors.
Manage the IT asset lifecycle, including inventory control, equipment provisioning, disposal, and warranty processing.
Communicate daily in English (via voice and chat) with international Service Desk and infrastructure teams.
Log, update, and resolve tickets in English using global ITSM platforms (such as ServiceNow and Jira).
Create and translate technical manuals, procedures, and Standard Operating Procedures (SOPs).
Serve as the local Point of Contact (POC) for technology rollouts and the implementation of global guidelines.
Provide technical mentorship and guidance to Junior and Mid-level analysts on the team.
Conduct root cause analysis for recurring incidents and propose permanent solutions.
Monitor service queues to ensure compliance with SLAs and high customer satisfaction (CSAT) standards.
Mandatory requirements
Completed Bachelor's degree / Higher Education.
Fluent English proficiency (mandatory for meetings, phone support, and technical documentation).
In-depth knowledge of Windows, macOS, Microsoft 365 administration, Active Directory, and Azure AD.
Solid technical knowledge of TCP/IP, DNS, DHCP, VPN, and Wi‐Fi networks.
Practical experience with Mobile Device Management (MDM) tools, such as Microsoft Intune or Jamf.
Hands‐on experience applying ITIL best practices.
Strong behavioral profile characterized by autonomy, emotional intelligence under pressure, and outstanding interpersonal communication.
Differentials
Previous experience delivering white‐glove support to C-level executives.
Prior participation in global technology rollouts or IT infrastructure projects.
Experience collaborating directly with remote international engineering and service desk teams.
What we expect
We expect a proactive, resilient, and collaborative professional driven by technical excellence and continuous growth.
If you thrive in a dynamic environment, value autonomy, and are eager to drive positive impact across local and global IT operations, we look forward to receiving your application.
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