We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.With over 6,500 CI&Ters around the world, we've built partnerships with more than 1,000 clients during our 30 years of history.
Artificial Intelligence is our reality.The CI&T IT support analyst is a key member of our Global IT department whose role is dedicated to helping end-users resolve technical problems promptly and accurately.You should provide exceptional customer service, efficiently perform user administrative responsibilities, collaborate with team members worldwide, adhere to global compliance and security standards, have a strong technical background, excellent problem-solving skills, and the ability to communicate technical information in a user-friendly manner.The key focus of the IT support analyst includes responding to technical queries and issues, fixing problems promptly, and providing technical recommendations.Key Responsibilities:On-Site Technical Support: Provide first-line support for hardware, software, and network issues.
Respond to support tickets, emails, and phone calls promptly while working from the office every day.Communication: Communicate complex technical information effectively, and prioritize and escalate issues to ensure timely resolution.
Provide exceptional customer service and perform user administrative responsibilities efficiently.Troubleshooting: Diagnose and resolve technical issues related to workstations, printers, mobile devices, and other IT equipment.
Support end-users in resolving technical problems - analyses, evaluates, and diagnoses technical problems and issues such as installation, maintenance, repair, upgrade, configuration, and troubleshooting of desktops, software, hardware, internet, email, databases, operating systems, and security systems.
Use AI techniques to improve workflow, reduce delivery time, and increase operational efficiency.Documentation: Maintain accurate records of support requests and resolutions.
Create and update user guides and documentation as necessary.
Create and revise technical documentation, such as guides and manuals of procedures, instructions and operational reports, and technical specifications.Maintenance: Assist in maintaining and updating IT systems, including software installations, updates, and patches, all performed on-site.
Maintain and support Active Directory, Google Workspace, Endpoint Central, and Zendesk in operational procedures.User Training: Provide in-person training and guidance to end-users on IT tools and best practices.
Communicate technical information in a user-friendly manner.
Provide technical training to users and onboarding new employees.Collaboration: Work with the business, operational teams, and vendors, to complete tasks and understand IT-related needs and challenges.Inventory Management: Assist in managing IT inventory, including tracking and ordering supplies as needed.
Monitor technology advancements and propose innovative solutions.Additional Responsibilities & Expectations:Perform analysis of root causes.Develop checklists for recurring problems.Develop recommendations for procedures to prevent problems and information security issues.Perform employee onboarding, remote and/or face-to-face support.Perform user administrative tasks.Must be available to work at our London office every day.Security: Help enforce IT security policies and procedures to protect company data and systems.
Contribute to best practices in IT governance and information security.Experience:Experience in an end-user support role.Excellent communication skills in English and Portuguese, both written and verbal.Experience working with IT vendors.Strong knowledge in Windows 10 and 11, Linux Ubuntu, and Mac OS.Strong knowledge in platforms such as Google Workspace, Jira Service Management, Office 365, Adobe, Slack, and Zoom.Strong knowledge of patch management.Strong knowledge of Remote Monitoring and Management (RMM) software.Strong knowledge of Unified Endpoint Management (UEM) tools to comprehensively monitor and manage company assets.Strong knowledge of Mobile Device Management (MDM).
Ability to work independently.Education:Tertiary qualifications in IT or equivalent experience.Proficiency in English.
- 100% paid health & dental benefits starting day one.
- Paid parental leave.
- Dedicated career advisor.And so much more...Collaboration is our superpower, diversity unites us, and excellence is our standard.We value diverse identities and life experiences, fostering a diverse, inclusive, and safe work environment.
We encourage applications from diverse and underrepresented groups to our job positions.Seniority levelNot ApplicableEmployment typeFull-timeJob functionInformation TechnologyIndustries: IT Services and IT Consulting.
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