IT Support Technician

About the client:

Our client is a U.S.-based technology solutions provider dedicated to helping businesses simplify and strengthen their IT operations. The company offers reliable managed IT services, technical support, cybersecurity, cloud solutions, and data backup, with a strong focus on responsiveness, trust, and long-term client relationships.

About the role:

We are looking for an IT Support Technician to support a Microsoft-centric environment, troubleshoot technical issues, resolve incidents, and contribute to the continuous improvement of day-to-day IT support processes. The role may be aligned with Tier 1, Tier 2, or Tier 3 support depending on the candidate's technical experience, autonomy, and ability to handle different levels of complexity.

Candidates at the Tier 1 level are expected to handle routine tickets and follow established processes, while Tier 2 and Tier 3 candidates should bring increasing levels of independence, problem-solving, process improvement, and technical ownership.

Work arrangement: Full-time, hybrid in Curitiba, Brazil.

Schedule: Monday to Friday.

Key Responsibilities:

• Provide technical support and troubleshooting across Microsoft environments, including Windows OS, Active Directory, Microsoft 365, Exchange, and basic networking.
• Monitor systems, respond to incidents, and escalate issues appropriately based on severity and ownership level.
• Manage user accounts, device configurations, access permissions, and related support requests.
• Document recurring issues, resolutions, troubleshooting steps, and standard operating procedures.
• Perform system updates, patching, and routine maintenance tasks.
• Identify inefficiencies, recurring issues, or potential risks in support processes and recommend improvements.
• Collaborate with the broader technical team to ensure consistent, reliable, and high-quality support delivery.

Qualifications:

• Advanced or fluent English, with confidence participating in daily conversations with a U.S.-based team.
• Hands-on experience supporting Microsoft environments, including Windows desktop/server, Active Directory, and Microsoft 365.
• Experience with ticketing systems, remote support tools, and structured troubleshooting.
• Strong communication skills for end-user support, internal documentation, and reporting.
• Ability to work independently in a remote environment, manage shifting priorities, and document issues, processes, and resolutions.

Nice to Have:

• Relevant certifications such as CompTIA A+, Network+, Microsoft certifications, or similar.
• Experience with Microsoft Exchange, networking fundamentals, cloud services, backups, cybersecurity tools, or end-to-end IT environment support.
• Previous experience improving support processes, identifying risks, or mentoring other technicians.

Salary and Benefits:

• Salary to be discussed during the selection process.
• Health and dental coverage, including UNIMED health plan and DENTALUNI dental plan.
• Wellness benefits, including TotalPass, Vidalink, and Flash benefits card.
• Office and culture initiatives, including quick massage sessions, breakfast three times a week, stocked pantry, coffee machine, monthly celebrations, social actions, and more.
• English teacher available at the company.
• 15 paid days off per year, life insurance, and funeral assistance.