IT Support Specialist Mid

KQ RH, in partnership with a world-leading multinational company, is creating a modern technology center in Brazil, which will serve as the strategic hub to support all the company’s global units. Join this innovative team and help transform the future of technology!

Highlights of this position

• Location: Indaiatuba/SP – Remote work model
• Language requirement: English fluency (B2/C1 mandatory)

SUMMARY OF POSITION AND OBJECTIVES:

The Support Engineer role is primarily responsible to provide a single point of contact for end users to receive support within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user equipment to ensure optimal performance. The person will also provide frontline help desk coverage (in person, by telephone, or via email), requiring problem analysis, technical assistance, and training of associates for various information systems.

RESPONSIBILITIES:

• Act as the first point of contact, triaging incidents, providing first-level support, collecting information, and escalating tickets when necessary.
• Troubleshoot hardware, software, printer, connectivity, telephony, and messaging issues (both remotely and on-site).
• Maintain complete, up-to-date, and accurate ticket records; update the knowledge base and user documentation.
• Guide users on operating systems, applications, telephony usage, and security best practices.
• Conduct training sessions during new employee onboarding or when tools and processes change.
• Prepare computers, peripherals, phones, emails, messaging systems, and security settings for new users.
• Manage user accounts, permissions, and access; process modifications and terminations.
• Install, configure, update, and maintain desktops/workstations and software (including patches, antivirus, and security updates).
• Manage daily backups (including external storage) and change control logs.
• Maintain the IT asset and license inventory, ensuring compliance.
• Act as the focal point for desktops, printers, telephony, software distribution, and antivirus.
• Collaborate with maintenance, technical support, and development teams on complex cases; escalate when necessary.
• Organize tasks according to priorities and deadlines.
• Represent the department and company professionally, in alignment with established standards.

REQUIREMENTS:

• High school diploma (required); a technical or higher education degree in IT will be considered an asset.
• Nice to have: CompTIA A+, Network+, Microsoft (MCSA/MD-100/MD-101), ITIL.
• Fluent English (spoken and written) required.

Experience

• Solid experience in desktop support/help desk, including administration of Windows and Microsoft 365/O365.

Technical Knowledge

• Windows operating systems (installation, configuration, and troubleshooting).
• Microsoft Office Suite and Microsoft 365.
• PC and laptop hardware, peripherals, and local/network printing.
• Ticketing systems (Service Desk/Help Desk).
• Basic knowledge of Active Directory (users, groups), remote access tools, Exchange/Outlook.
• Concepts and practices for operating system imaging and deployment.
• Configuration of mobile devices (smartphones/tablets) and Wi-Fi.
• Antivirus, content filters, basic networking, and cabling.
• Ability to plan and execute migrations/upgrades, create and manage small projects, and coordinate external vendors.

ADDITIONAL INFORMATION:

• Location: Indaiatuba/SP
• Advanced and/or fluent English is mandatory, as the role involves working with international teams
• Work Model: Remote
• Contract type: CLT (Brazilian labor law employment contract)