Sobre

OVERVIEW

• The Service Desk Analyst offers the first point of contact during the incident resolution process. Analysts work with engineers and vendors to solve the incidents.
• This role is accountable for gathering information through a client conversation, logging on to support tools, and additional support staff (service resources) if needed.
• This role also prepares user procedures, training manuals, and FAQ materials for easy-to-use end-user guidance.

REQUIREMENTS

• Minimum Education: Bachelor’s Degree or equivalent in Information Technology
• Industry experience: 2–4 years of hands-on experience with MS Cloud Services.
• Domain: Technical English; Dell and Mac devices; O365 services; MS MDM; product integration; documentation practices.
• Expected: English fluency, ability to work with international teams; strong knowledge of Microsoft core technologies and services.
• Certifications (Preferred): Microsoft 365 Certified: Fundamentals (MS-900); Microsoft Certified: Azure Fundamentals (AZ-900).
• ….. If you reached this point, we hope you're feeling excited about the job description. We're eager to meet people that believe in Quartile's mission and can contribute to our team in a variety of ways. Feel welcome to apply!

WHAT YOU’LL DO

• Work at L1 level handling day-to-day issues, device/user compliance (via MS Endpoint), antivirus/antimalware maintenance.
• Support end users on O365, Teams, Zoom, Slack, and other 3rd-party services.
• Assist with device peripherals: USB blocking, disk encryption, MFA, O365 groups, MS Authenticator, Outlook, LastPass.
• Follow RCA methodology, documenting issues and underlying workflows and processes.
• Take ownership of incidents with urgency and sound judgment to meet service levels.
• Collaborate with engineers and escalate cases per defined processes.
• Multi-task effectively across teams and coordinate with global colleagues.
• Prior experience working at a Managed Services/IT Services company is preferred, and a background in dealing with global and remote teams will be a strong plus.
• Given the 24/7 nature of Quartile operations, this person will be required to work after hours and on weekends when necessary and provide on-call support for related system issues on a rotating basis with other team members.
• Programming: PowerShell, CLI, Bash, JSON.
• Tools: MS Endpoint Manager, O365, Zoom, Teams, Slack, JIRA, Confluence, LastPass, Azure Portal.

• This is a PJ contract based out in Brazil.