StefaniniVerificada
12452518 - ANALISTA SUPORTE BILINGUE SR
Sobre a empresa
Há quase 40 anos, o Grupo Stefanini transforma desafios em oportunidades por meio da tecnologia, da inovação e das pessoas. Somos um ecossistema global de tecnologia, presente em mais de 40 países e formado por mais de 35 mil pessoas, conectadas pelo propósito de cocriar soluções para um futuro melhor.
Nossa cultura é construída todos os dias pelas pessoas que fazem parte dessa história. Valorizamos relações éticas, o protagonismo, o aprendizado contínuo e a capacidade de transformar ideias em resultados. Esse jeito de ser se traduz nas nossas 5 Atitudes Empreendedoras: Comprometimento com o cliente, Liderança pela atitude, Respeito pelas pessoas, Coragem para inovar e Humildade para aprender.
Acreditamos que tecnologia só gera transformação quando existe uma verdadeira parceria entre pessoas, negócios e inovação. Por isso, buscamos fazer a diferença para nossos clientes, nossos talentos e para a sociedade, construindo soluções que gerem valor e contribuam para um futuro melhor.
É assim que seguimos evoluindo: com coragem para inovar, humildade para aprender, respeito para construir juntos e comprometimento para fazer acontecer.
Sobre a vaga
Are you ready to be part of a global journey of transformation? At Stefanini Group, we believe in the power of collaboration to co-create innovative solutions combining cutting-edge technology, artificial intelligence, and human creativity. We are seeking a Field Service Specialist to provide high-complexity onsite IT support, ensuring the performance of local IT infrastructure. In this role, you will act as a technical escalation point, deliver VIP white-glove support to C-level executives, and interface directly with global IT teams.
Responsibilities
- Provide advanced N2/N3 troubleshooting for hardware and software across desktops, laptops (Windows and macOS), and mobile devices.
- Perform hands-on physical troubleshooting on local infrastructure, such as network equipment (switches, access points) and servers, assisting global engineering teams.
- Configure and support videoconferencing systems in meeting rooms (Microsoft Teams Rooms, Zoom, Cisco).
- Deliver high-agility, preventive VIP (White-Glove) support for executives (C-Level) and international visitors.
- Manage the IT asset lifecycle, including inventory control, equipment provisioning, disposal, and warranty processing.
- Communicate daily in English (via voice and chat) with international Service Desk and infrastructure teams.
- Log, update, and resolve tickets in English using global ITSM platforms (such as ServiceNow and Jira).
- Create and translate technical manuals, procedures, and Standard Operating Procedures (SOPs).
- Serve as the local Point of Contact (POC) for technology rollouts and the implementation of global guidelines.
- Provide technical mentorship and guidance to Junior and Mid-level analysts on the team.
- Conduct root cause analysis for recurring incidents and propose permanent solutions.
- Monitor service queues to ensure compliance with SLAs and high customer satisfaction (CSAT) standards.
Mandatory requirements
- Completed Bachelor's degree / Higher Education.
- Fluent English proficiency (mandatory for meetings, phone support, and technical documentation).
- In-depth knowledge of Windows, macOS, Microsoft 365 administration, Active Directory, and Azure AD.
- Solid technical knowledge of TCP/IP, DNS, DHCP, VPN, and Wi-Fi networks.
- Practical experience with Mobile Device Management (MDM) tools, such as Microsoft Intune or Jamf.
- Hands-on experience applying ITIL best practices.
- Strong behavioral profile characterized by autonomy, emotional intelligence under pressure, and outstanding interpersonal communication.
Differentials
- Previous experience delivering white-glove support to C-level executives.
- Prior participation in global technology rollouts or IT infrastructure projects.
- Experience collaborating directly with remote international engineering and service desk teams.
What we expect
We expect a proactive, resilient, and collaborative professional driven by technical excellence and continuous growth. If you thrive in a dynamic environment, value autonomy, and are eager to drive positive impact across local and global IT operations, we look forward to receiving your application.