Analista de Suporte Técnico (L2)
Core
Provide Level 2 technical support to end users, ensuring effective resolution of incidents and requests.
Role type
Level 2 Technical Support Analyst
Builds
IT support services for end users
Domain
Enterprise IT / Managed Services
Deliverable
client delivery
Required skills
Windows 10/11 and macOS administration, Active Directory and Entra ID management, hardware troubleshooting and component replacement, Microsoft 365 application support, basic networking (TCP/IP, DHCP, DNS, VPN, Wi-Fi), endpoint management (SCCM, Intune, Jamf Pro), Group Policy (GPO) and access permissions management, ITSM platforms (ServiceNow, GLPI), information security basics, PowerShell scripting, Identity and Access Management (IAM)
Preferred skills
Microsoft, ITIL, or similar certifications, experience in multinational corporate environments, Agile methodologies
Technologies
Windows 10/11, macOS, Linux, Entra ID, Active Directory, TeamViewer, Microsoft 365, SCCM, Intune, Jamf Pro, ServiceNow, GLPI, PowerShell
Responsibilities
Install, configure, and support operating systems; manage user accounts and groups; diagnose and replace hardware components; provide support for Microsoft 365 applications; apply group policies and manage access permissions; automate repetitive tasks with scripts; support identity and access management including MFA and SSO.
Seniority
Mid-level, hands-on IC