IT Support Analyst (Confidential Client) Location: São Paulo, Brazil Contract: 6 months Schedule: Monday to Friday | 8:30 AM – 5:30 PM (may later shift to 8:00 AM – 5:00 PM) We are currently hiring a Trilingual IT Support Analyst to join a global technology support team supporting internal colleagues across multiple regions. This is an excellent opportunity for professionals with prior IT support experience who enjoy working in fast-paced, international environments. Key Responsibilities - Provide technical support through multiple channels including onsite support, phone, and virtual platforms such as Zoom. - Support installation, maintenance, troubleshooting, and repair of laptops, hardware, software, and mobile technologies. - Respond to and resolve incidents and service requests, escalating issues with the appropriate level of urgency. - Maintain proactive communication and follow-up with end users throughout the support lifecycle. - Reconfigure and optimize existing laptops, including imaging and refresh services as needed. - Document incidents, troubleshooting steps, and resolutions according to operational procedures. - Escalate unresolved technical issues to the appropriate support teams in a timely manner. - Monitor incidents through resolution and ensure accurate tracking within the incident management system. - Deliver proactive support using digital monitoring tools such as Nexthink and other performance management platforms. - Collaborate with engineering and infrastructure teams to proactively remediate devices and systems identified as at risk. - Provide user guidance and knowledge sharing to maximize adoption and effective use of internal technologies. - Support IT-related projects and initiatives as assigned. - Participate in occasional after-hours or weekend support for emergency situations. - Complete mandatory trainings and maintain updated technical knowledge. Qualifications - Minimum of 18 months of experience in IT support, service desk, desktop support, or related roles. - Trilingual communication skills: - Portuguese - English - Spanish - Experience supporting Windows laptops, hardware/software troubleshooting, and mobile devices. - Familiarity with ticketing and incident management systems. - Strong communication, customer service, and problem-solving skills. - Ability to work collaboratively in a global support environment. Additional Information - Hybrid work arrangement in São Paulo - Opportunity to support international operations across LATAM, North America, and EMEA