Loan Support Analyst handling Commercial Loan documents based in Pittsburgh, PA, or Dallas, TX, or Cincinnati, OH. Reviewing and ensuring all required documents are received and accurately executed.
About the role
- Asset management: manage the end to end lifecycle of IT assets like laptops (Mac and Windows), monitors, meeting rooms, printers and other IT assets.
- Incident management: provide level 1 or 2 support on IT assets, work with other team members to escalate and resolve tickets, and keep requestors updated.
- Hardware and software diagnostics and troubleshooting.
- Diagnose problems in a structured manner and reference best practices.
- Leverage logging and monitoring to identify and optimise problems and improve efficiency.
- Problem management: identify recurring issues, log, track and participate in resolving them with senior teams.
- Service management: understand IT user experience and workflow; ensure documentation is up to date to allow self service and AI tools to serve relevant information.
- Administer and maintain MDM, asset management systems, Google Workspace/Office 365, Atlassian tools and monitoring (DataDog).
- Provide onsite IT support ownership for the São Paulo office and support users throughout North and South America; collaborate with colleagues in London, Berlin, Munich, and Singapore to ensure continuous 24/7 operations.
- Participate in projects such as office moves and contribute to documentation improvements and optimisation of the environment.
- Key deliverables: onboard and start resolving common requests in month 1; take ownership of onsite IT support and support other regions in months 2-3; contribute to documentation improvements and proactive optimisation in months 4-6.
Requirements
- Understanding of common IT or logic topics such as prioritisation, trade-off analysis, elimination+isolation, testing in different environments, deductive reasoning, security best practices.
- High level understanding or awareness of security as a theme and touch points in this role such as security controls (AV, MFA etc), risks, best practices.
- Mandatory: describe in a very structured and detailed manner problems and the troubleshooting steps taken and their results.
- Optional: find and propose a solution in a structured and detailed manner to stakeholders and decision makers.
- Desirable: collaborate or complete the required tests and documentation.
- Ideally experience or understanding of ITIL service management (certification advantageous).
- Ideally experience or understanding of Agile development methodologies (Kanban, daily, retro etc).
- Expertise in MacOS and Windows endpoint management across the asset lifecycle.
- Experience administering Google Workspace (or Office 365).
- Experience working with service desk platforms in a service orientated environment.
- Experience with Atlassian products like Jira and Confluence.
- Experience with MDM platforms; Omnissa WorkspaceONE and Apple Business Manager advantageous.
- Monitoring and logging with DataDog.
- Excellent soft skills for first line support and user interaction.
- Excellent communication in Portuguese and English required.
- Spanish would be an advantage.
Benefits
- Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation; 30-day holiday allowance; work from abroad policy enabling employees to work remotely for up to another 30 days per year.
- Learning and Development - 3,000 BRL annual budget; leadership cafés; on-the-job training and other development opportunities.
- Insurance - life insurance, health insurance + dental plan and travel insurance.
- Meal vouchers - BRL 54/ day; choice between meal allowance, supermarket voucher or both (split value).
- Enhanced Family Leave to support key life moments.
- Transportation Voucher - commute costs covered.
- Gym membership contribution.
- New Value (Deals & Coupon Platform) - discounts to restaurants, stores and events.
- Mental Health Platform - one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.
- SESC - access to Education, Health, Culture, Recreational programs and Social Assistance for employees and dependents.
- Pet-friendly office.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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