It Support • Mid-Level

Who you are

You are an IT Support Analyst with a strong ability to provide Level 1 and 2 support for users in São Paulo. You have a curiosity and eagerness to understand and learn about technical topics, which drives you to improve user experiences. Your proficiency in English (B2/C1) allows you to communicate effectively with both local and international teams. You are autonomous and capable of handling IT support tickets independently, ensuring that all user issues are resolved efficiently.

You are motivated to discover and learn new technologies, and you are not afraid to experiment and test solutions. Your technical skills enable you to perform advanced diagnostics on network issues and take necessary actions to resolve them permanently. You are also responsible for maintaining the operational state of IT equipment in the office, ensuring that all devices are functional and ready for use.

Desirable

Experience with hardware inventory management and user onboarding processes is a plus. You have a knack for training users on collaboration, communication, and productivity tools, helping them to maximize their efficiency in the workplace. Your ability to keep in touch with key stakeholders ensures that their feedback is incorporated into your projects and actions, contributing to the overall improvement of IT services.

What you'll do

In this role, you will be the first point of contact for all IT requests in the São Paulo office, handling user problems related to licenses and access. You will supply teammates with small IT equipment such as keyboards, mice, and headsets, ensuring they have the tools they need to work effectively. You will prepare and animate all IT onboardings and offboardings, managing hardware, software, and access requirements for new and departing employees.

You will regularly check the status of meeting rooms, network, Wi-Fi, and printers to maintain a smooth operational environment. Your responsibilities also include creating and updating support procedure documentation whenever new problems arise, ensuring that the team has clear guidelines to follow. You will collaborate with the IT team based in France to improve overall IT services and contribute to various projects aimed at enhancing user experience.

What we offer

Swile offers a dynamic work environment where you can grow your technical skills and contribute to a collaborative team. You will have the opportunity to work closely with both local and international teams, gaining valuable experience in IT support and user management. The role is based in São Paulo, providing you with a chance to engage directly with users and understand their needs. We encourage you to apply even if your experience doesn't match every requirement, as we value curiosity and a willingness to learn.