IT Support Analyst

The IT team is looking for his new IT Support who will be in charge of maintaining the best user experience possible for our Swilers in our Sao Paulo Office. Among this local perimeter, the IT Support will contribute with all the team, based in Sao Paulo and in France on improving our overall IT. She/He will have to deliver on projects with the team on some topics.

Requiriments: → Able to be autonomous on IT support to handle BR tickets in a middle term range → Curiosity and eager to understand, test and learn technical topics → Full English proficiency (B2/C1)

? Your mission:

• Handle the support Level 1 and 2 for all Brazilian users

  • be the 1st point of contact for all IT requests in our Sao Paulo office
  • handle user's problems with their licences and accesses
  • supply teammates with small IT equipment (keyboards, mice, headsets…)
  • perform an advanced diagnostic on network issues and take any action necessary to resolve it permanently

• Take care of all Swilers in Sao Paulo

• Prepare and animate all IT onboardings and offboardings (hardware, software and accesses)

• Train our users to better use collaboration, communication and productivity tools

• Keep in touch with our key stakeholders team on a regular basis to incorporate their feedbacks into our backlog of projects and actions

• Maintain in good and operational state all IT equipments at the office

  • regularly check the status of meeting rooms, network, wifi, printers

• Maintain and update the hardware inventory (laptop, accessories, spares)

• Create and update support procedure documentation

  • when a new problem occurs, take the time to document how you resolved it
  • document the setup and configuration of the different equipments so that any other member of the IT team can contribute to problem solving
  • document the result of POCs you created to keep a record of what’s already been tried

• Regularly perform root cause analysis on laptops, routers, or software solutions for frequent incidents and identify some patches to avoid new attempt, reduce the occurence or find workaround to fix it more rapidly.

• Deliver on the IT roadmap and on various IT projects (as various as handling the acquisition/rework of a new floor for our offices, setup of new IT solutions, updating OS version, migrating content form one platform to another, installing and setting up a new sound system, creating user trainings, replacing part of our mobile force, integrate new tools or automate recurring tasks or workflows…)

Our perfect candidate:

• At least 2 years of experience in the IT field.

• Autonomous and problem solver: you are not afraid of testing new things and eager to learn deeply the technical aspects behind every topics

• Precise and well organized: you ensure an accurate asset management and have a proper sense of priorities.

• A people-person: you’ll be the first contact for all Swilers in Sao Paulo and will have to collaborate with many people, including the rest of IT team, who you can always collaborate with.

• Technical and passionate: you aim to understand the root cause of the situation you encounter. You are motivated to discover and learn new technologies, and you are not afraid of doing things, experiment and test.

• Professional English mandatory.

On-site position in São Paulo

? Our stack:

• Offices in Brazil and France

• Laptop PC & Mac

• SaaS: Google Workspace, Slack, Notion, Siit.