* Salário: R$ 2.000 a R$ 5.000 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: Outros
Nível: Junior
THE VACANCY
Are you a technically skilled and service-driven IT professional looking to make a global impact? The ITF is seeking a Service Desk Engineer to join our Global IT Service Desk, delivering high-quality first and second-line support to colleagues across our international organisation.
Based in Rio de Janeiro, this role plays a key part in ensuring reliable, secure, and user-friendly technology services across the Latin America & Caribbean region and globally.
About the Role
As a Service Desk Engineer, you will provide end-to-end IT support across workplace technologies as part of a Global IT Service Desk. You will ensure timely incident resolution, excellent customer service, and continuous improvement of IT services.
A specialist focus of this role is Microsoft Business Applications, including collaboration platforms such as Microsoft Teams and SharePoint Online, alongside Dynamics 365 CRM, Power Apps, Power Automate, and Power BI.
You will also provide technical support for events, hybrid meetings, and remote collaboration, ensuring seamless service delivery across the organisation.
Key responsibilities include:
Service Desk Support
- Deliver first and second-line IT support, resolving incidents and requests in line with agreed Service Level Agreements.
- Log and manage support queries through a ticket management system, responding accurately, ensuring timely updates and resolutions and escalating issues when required.
- Maintain high-quality documentation within the global IT service desk system.
User Support & Collaboration
- Provide onsite technical support, including meeting room, AV, and collaboration tools troubleshooting.
- Support joiner, mover and leaver processes for ITF staff, ensuring secure provisioning and deprovisioning of access.
- Communicate solutions clearly to non-technical users and contribute to the knowledge base of the organisation.
Microsoft Business Productivity Applications Support
- Act as a primary support contact for Microsoft Teams, Sharepoint, Power Automate and Power BI.
- Troubleshoot access, permissions, connectors, and configuration issues.
- Support adoption and continuous improvement of business applications across the organisation.
Event & Remote Support
- Provide onsite and remote IT support for meetings, conferences, and hybrid events.
- Troubleshoot AV and connectivity issues in real time.
Security, Compliance & Improvement
- Follow information security, GDPR, and data protection protocols.
- Contribute to service reporting, process improvement, and technology enhancements.
- Stay up to date with emerging technologies and best practice.
About You
You’re an experienced and proactive IT support professional with strong troubleshooting skills, a customer-first mindset, and experience supporting modern cloud-based platforms in a fast paced international environment.
To be successful in this role, you will have:
Proven IT service desk experience:
First and second-line support experience within a multi-site or international organisation, operating to service level agreements.
Strong Microsoft ecosystem knowledge:
Hands-on experience supporting Microsoft Teams, SharePoint Online, Power Apps, Power Automate, Dynamics 365, and Power BI and identity/access systems
Technical problem-solving capability:
Strong diagnostic skills across Windows devices, peripherals, collaboration tools, and cloud applications.
Excellent communication skills in English:
Ability to communicate clearly with both technical and non-technical users and document solutions effectively.
Security awareness:
Understanding of information security principles, GDPR, and data protection responsibilities.
Collaborative working style:
Ability to work effectively with global IT colleagues, infrastructure teams, and stakeholders in a global organisation.
Job Types: Full-time, Permanent
Pay: R$50,000.00 - R$100,000.00 per year
Work Location: In person