Support Analyst providing first - level assistance to business areas using Jira. Engaging with critical systems that account for significant revenue in a hybrid role in São Paulo.
About the role
- Proactive IT Support Engineer providing technical assistance and handling queries for ARO Group colleagues. Ensuring efficient support for hardware, software, and IT services with a focus on customer satisfaction.
Responsibilities
- Provide remote and on-site 1st line technical support, responding to tickets raised via our ITSM service desk in line with agreed SLAs.
- Deliver an excellent customer service experience to colleagues, following internal processes and maintaining a professional, friendly approach at all times.
- Take ownership of support requests, keeping users informed throughout and ensuring timely resolution of issues.
- Collaborate with the wider IT team to escalate and resolve complex issues, developing your own technical knowledge and hands-on experience along the way.
- Build, configure, and deploy laptops and other end-user devices for colleagues.
- Perform Active Directory user administration, including account creation, password resets, and joiners–movers–leavers (JML) processes.
- Log and document all support requests accurately, maintaining high standards of ticket management and record-keeping.
- Work closely with other IT team members, business units, and third-party partners to troubleshoot and resolve issues efficiently.
- Maintain a proactive approach to system maintenance, user support, and overall IT hygiene
Requirements
- Strong communication skills - confident when speaking with colleagues via phone, email, and Microsoft Teams.
- Working knowledge of the Microsoft 365 suite and Windows operating systems.
- Basic understanding of networking principles (DNS, DHCP, TCP/IP).
- A problem-solving mindset - able to think logically, find solutions, and assist users of all technical levels.
- Some experience or strong interest in troubleshooting end-user computing technologies.
- Eagerness to learn new technologies and forge a career in IT
- Excellent teamwork and interpersonal skills, with the ability to collaborate effectively across departments.
- Ability to prioritise and manage multiple tasks in a fast-paced environment.
- Exposure to or experience with tools such as Microsoft Intune, Microsoft Defender, Datto RMM, or ServiceNow.
- Relevant entry-level certifications (e.g. Microsoft Fundamentals or similar).
- Prior experience in IT support or customer-facing role would be beneficial, but we’re more interested in your enthusiasm, curiosity and drive to learn.
Benefits
- Company Pension Scheme and matching contributions
- Company Perks portal
- Private Medical insurance
- Life assurance
- 25 days holiday plus bank holidays plus holiday trading
- Your Birthday off, on us!
- Health Club and Wellbeing Scheme
- Aro Shares after 12 months employment
- Employee Assistance Programme
- Technical Training Academy and E-learning
- Hybrid working
Job title
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