IT Support Analyst – Level 2

We are Ecosistemas Global, a technology company that connects our clients with tailored, comprehensive and innovative solutions. We operate in more than 15 countries, including Argentina, Chile, Brazil, Mexico, the United States and Spain.With 30 years of experience and a multidisciplinary team of more than 500 professionals, we are driven by the commitment to grow each project and client we work with.¡We want you to be part of this great team!What are we looking for?An IT Support Analyst – Level 2 to join an important client in a corporate environment.📍 Workplace: Cidade Monções, São Paulo, Brazil🏢 Modality: 100% on-site🕑 Working hours: Monday to Friday, 9 hours per day, with shifts scheduled within the 8 a.m. to 8 p.m. time window.What do we need?English proficiency to communicate in a professional environment.At least 2 years of experience in Level 2 technical support, preferably in corporate environments.Knowledge of Windows, Microsoft 365, Active Directory, VPN, MFA, and connectivity troubleshooting.Experience supporting laptops, desktops, mobile devices, printers, and other IT equipment.Experience with IMAC activities (installations, moves, additions, and changes), IT asset inventory, and ticketing tools.Strong communication skills, a customer-oriented mindset, and problem-solving abilities.Technical or university studies in IT, Systems, Computer Science, or related fields (or equivalent experience).Nice to have:ITIL v4 Foundation certification.Experience with ServiceNow.Experience in financial services, insurance, or regulated environments.What will your responsibilities be?Handle and resolve Level 2 technical support tickets escalated through ServiceNow.Diagnose and troubleshoot hardware, software, connectivity, VPN, and MFA issues.Provide on-site and remote support to end users.Perform IMAC activities and coordinate equipment repairs with external vendors.Manage IT assets and keep inventory records updated.Document resolutions, communicate ticket progress, and escalate complex issues when necessary.Follow IT security policies and meet service-level and user satisfaction targets.We offer excellent benefits, growth opportunities and we will support you in your professional developmentAt Ecosistemas Global we believe that diversity improves our culture and perspectives, which is why we actively promote an inclusive environment where each individual, regardless of their background, gender, orientation or beliefs, is not only welcome, but also essential to our success. We value and respect all voices, and we invite you to join our team, where inclusion is an essential pillar of our values.