* Salário: R$ 3.000 a R$ 6.000 por mês (estimado)
* O valor exibido é uma estimativa calculada com base em dados públicos e referências do mercado. Não garantimos que este seja o salário oferecido para esta vaga específica.
Área: Tecnologia da Informação
Nível: Junior
Desktop Support Analyst (L1/L2) – Windows 365 Migration
Role Overview
We are seeking a Desktop Support Analyst (L2) to support a Windows 365 Cloud PC migration initiative. This role is critical to ensuring a smooth transition for end users, moving from virtual desktop environments to Cloud PCs.
This is a highly user-facing position, with strong emphasis on communication, organization, and process execution rather than deep technical expertise. The ideal candidate will be comfortable supporting users via phone and email, following structured procedures, and managing multiple requests efficiently.
Key Responsibilities
End-User Support & Migration
- Provide end-user support via phone and email throughout the migration process
- Guide users through device setup, login, and access to Windows 365 (Cloud PC)
- Support application installation and configuration for migrated users
- Perform basic troubleshooting (OS, login, connectivity, applications)
- Proactively follow up with users to ensure successful migration and adoption
Process & Documentation
- Execute tasks based on detailed checklists and standard operating procedures (SOPs)
- Maintain accurate updates in trackers and ticketing systems
- Ensure adherence to Service Level Agreements (SLAs): acknowledge requests within the same business day; resolution or follow-up within one business day
- Escalate complex issues to Tier 3 support when required
- Collaborate with internal teams to ensure service continuity
Required Qualifications
- 3 - 4 years of experience in Desktop Support, IT Support / Help Desk, or End User Support
- Proven experience supporting users via phone (voice support) and email (written communication)
- Strong communication and interpersonal skills
- Hands-on experience with Windows OS troubleshooting, application installation, and device setup
- Ability to follow structured processes and documentation
- Strong organizational and multitasking skills
- Advanced English
Nice to Have
- Exposure to Windows 365 / Cloud PC or virtual desktop environments (VDI, Azure Virtual Desktop)
- Experience in migration, rollout, or deployment projects
- Familiarity with ticketing and tracking systems
Key Competencies
- Clear and effective communication (verbal and written)
- Strong attention to detail
- Process adherence and execution discipline
- Customer-centric mindset
- Organization and time management