Junior IT Support Analyst

São Paulo, São Paulo, Brazil. Posted a month ago

The role

You will provide IT support to all Wildlife staff worldwide, handling tickets, onboarding new hires, and managing devices and software licenses. You will also write documentation and look for ways to improve IT systems and procedures.

What you will do

Manage assigned tickets, keeping SLA compliance and customer satisfaction high
Set up accounts, permissions, and devices for new hires
Provision and de-provision workstations and IT devices, and keep inventory accurate
Install, upgrade, and troubleshoot licenses for creative and game production software
Support MacOS, Windows, iOS, and Android devices
Write knowledge base articles, how-tos, and user guidelines
Find ways to improve systems and procedures through efficiency and automation
Maintain office infrastructure, including local servers, Cisco Wi-Fi, and Google Meet hardware
Administer Google Workspace and resolve incidents in Gmail, Calendar, and Drive
Manage access and troubleshoot core systems such as Jira, Confluence, Unity, Microsoft Entra, and Okta

Required qualifications

Knowledge of Mac OS and Windows operating systems
Knowledge of Google Workspace applications (Docs, Sheets, Gmail, etc.)
A completed degree or diploma in Network, Systems, or Computing
Experience with general computer systems administration
Documentation skills
Availability to work in hybrid mode
On-call availability for off-hours requests
Excellent verbal and oral communication skills

Nice to have

Advanced English, spoken and written
Previous tech support experience in a corporate environment
Hands-on experience maintaining and servicing Mac and Windows laptop hardware
ITIL and/or Project Management or IT Support courses or certifications
Knowledge of iOS, Android, and Linux
Knowledge of computer networking fundamentals
Experience with Jira Service Management
Experience supporting cloud SaaS applications such as Google Workspace, Slack, Okta, and Atlassian

Before you apply

On-call availability for off-hours requests is required
Hybrid work is required

About the company

Wildlife is a mobile game developer and publisher that has released more than 60 titles. Its games have reached billions of people around the world.