It Analyst, Junior, Portugal

We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.

With over 6,500 CI&Ters around the world, we've built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.

The CI&T IT support analyst is a key member of our Global IT department whose role is dedicated to helping end-users resolve technical problems promptly and accurately.

You should provide exceptional customer service, efficiently perform user administrative responsibilities, collaborate with team members worldwide, adhere to global compliance and security standards, have a strong technical background, excellent problem-solving skills, and the ability to communicate technical information in a user-friendly manner.

Key Responsibilities:

1. On-Site Technical Support: Provide first-line support for hardware, software, and network issues. Respond to support tickets, emails, and phone calls promptly while working from the office every day.
2. Communication: Communicate complex technical information effectively, and prioritize and escalate issues to ensure timely resolution.
3. Troubleshooting: Diagnose and resolve technical issues related to workstations, printers, mobile devices, and other IT equipment. Support end-users in resolving technical problems.
4. Documentation: Maintain accurate records of support requests and resolutions. Create and update user guides and documentation as necessary.
5. Maintenance: Assist in maintaining and updating IT systems, including software installations, updates, and patches, all performed on-site.
6. User Training: Provide in-person training and guidance to end-users on IT tools and best practices.
7. Collaboration: Work with business, operational teams, and vendors to understand IT-related needs and challenges.
8. Inventory Management: Assist in managing IT inventory, including tracking and ordering supplies as needed.

Additional Responsibilities & Expectations:

1. Perform analysis of root causes.
2. Develop checklists for recurring problems.
3. Develop recommendations for procedures to prevent problems and information security issues.
4. Perform employee onboarding, remote and/or face-to-face support.
5. Help enforce IT security policies and procedures to protect company data and systems.

Experience:

1. Experience in an end-user support role.
2. Excellent communication skills in English and Portuguese, both written and verbal.
3. Strong knowledge in Windows 10 and 11, Linux Ubuntu, and Mac OS.
4. Strong knowledge in platforms such as Google Workspace, Jira Service Management, Office 365, Adobe, Slack, and Zoom.
5. Ability to work independently.

Education:

1. Tertiary qualifications in IT or equivalent experience.
2. Proficiency in English.

We value diverse identities and life experiences, fostering a diverse, inclusive, and safe work environment. We encourage applications from diverse and underrepresented groups to our job positions.