LOCATION: SAO PAULO - Hybrid role

Key Responsibilities

End-User Support

• Provide end-user-facing support for hardware and software issues within computer systems, including MACs and Windows devices (desktops, laptops, printers, and mobile phones/apps).
• Respond to end-user product-related questions for all supported hardware, software, and applications as defined by the client.

Technical Expertise

• Perform configuration, installation, and troubleshooting for desktops (MAC and PC), laptops, printers, and mobile applications.
• Analyze problems to identify root causes and provide corrective actions.
• Recommend solutions for client application and account-related issues.

Service Management & Tools

• Work on the ServiceNow ticketing tool, updating incidents with detailed notes (e.g., troubleshooting steps).
• Add Knowledge Base articles where applicable, i...