Mid-level Help Desk Analyst, Fluent Spanish

. Provide support to users in Portuguese and Spanish via phone, portal, email, chat and corporate tools.

Posted 6/16/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tools & technologies

ITSMServiceNowTCP/IP

Key responsibilities & impact

Provide support to users in Portuguese and Spanish via phone, portal, email, chat and corporate tools.
Diagnose and resolve medium-complexity incidents and requests related to hardware, software, access, connectivity and corporate systems.
Provide support for Microsoft Windows, Microsoft 365, Outlook, Teams, OneDrive and other corporate tools.
Work with Active Directory, perform password resets, unlock users, manage permissions and conduct basic access validations.
Log, categorize, prioritize and document tickets in an ITSM tool, ensuring the quality of information.
Support junior analysts, update the knowledge base and contribute to improvements in support processes.
Escalate to specialist teams when necessary, ensuring submission of evidence and complete information.

What you’ll need

Bachelor's degree completed or in progress in Information Technology, Networks, Information Systems or related fields.
Experience in Help Desk, Service Desk or Corporate Technical Support.
Fluent Spanish required, with the ability to provide technical support, written communication and operational communication in the language.
Experience with ServiceNow or similar ticketing/service management tools.
Knowledge of Microsoft Windows, Microsoft 365, Active Directory, VPN, TCP/IP networks and remote support.
Basic knowledge of ITIL, incident and request management, and SLA adherence.

Comp & perks

Meal allowance (Pluxee Benefits);
Medical and dental insurance (extendable to dependents);
Childcare assistance;
Life insurance;
Private pension/retirement plan;
Day off (1 paid day off during your birthday month);
Profit-sharing;
Exclusive employee offer from Vivo (50% discount on your invoice), with special discounts on landline, broadband and TV services;
Discounts at universities, courses and continuing education;
Partnerships with Sesc and Senai;
Wellness programs.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Microsoft WindowsMicrosoft 365OutlookTeamsOneDriveActive DirectoryVPNTCP/IP networksITILincident management

Soft Skills

communicationproblem-solvingteam supportdocumentationprioritization

Certifications

Bachelor's degree in Information TechnologyBachelor's degree in NetworksBachelor's degree in Information Systems