Technology Workplace Ops & Support, Associate

About the role

The WS team is seeking a Desk Side Support Technician (DSS) to provide on-site IT support for our Sao Paulo office. This position serves as the primary local point of contact for end-user support, ensuring reliable day-to-day operations and partnering with global IT teams to deliver a consistent, high-quality user experience.

Responsibilities

• Provide desk-side support for laptops, desktops, mobile devices, peripherals, printers, audio/visual equipment, and meeting room technology.
• Deliver a high standard of customer service by communicating clearly, setting expectations, and ensuring timely follow-through to resolution.
• Encourage end users to utilize TechHelp or the Global Service Desk as the initial point of contact; manage items subsequently routed to the local ServiceNow queue.
• Resolve incidents and fulfill service requests within established service-level timeframes, maintaining quality and attention to detail.
• Assume end-to-end ownership of complex issues, conduct root-cause analysis, and escalate appropriately to Level 3 support, Engineering, or the Service Manager/Service Delivery Manager/Senior IT Manager.
• Comply with internal hardware asset management policies, including proper handling of equipment throughout its lifecycle and ensuring compliant disposal.
• Support small-scale deployments and desktop change activities while minimizing disruption and maintaining end-user productivity.
• Participate in organization-driven artificial intelligence initiatives and support related adoption efforts.
• Adhere to change and support processes that safeguard the stability of the production environment. Required Qualifications
• Demonstrated experience providing end-user support in a corporate, customer-facing IT environment.
• Strong troubleshooting capability across Windows endpoints and commonly used workplace productivity applications.
• Experience working in a ticket-queue environment (ServiceNow or equivalent), including SLA-driven workflows.
• Strong written and verbal communication skills, with the ability to build effective working relationships in a fast-paced environment.
• Proven ability to prioritize effectively, manage multiple tasks, and follow through to completion.
• Portuguese/English bilingual proficiency.

Requirements

• Experience with ServiceNow, endpoint deployment tools, and hardware break/fix support.
• Experience supporting meeting room technology and video conferencing solutions (A/V equipment, peripherals, and room configurations).
• Working knowledge of ITIL practices (incident, problem, and change management) and root-cause analysis methodologies.

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