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