IT Senior Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an IT Senior Support Specialist based in Brazil. As an IT Senior Support Specialist, you will serve as a trusted technical expert, ensuring a reliable, secure, and seamless technology experience for a globally distributed workforce. You will take ownership of complex technical issues, lead critical incident resolution, and act as an escalation point for the IT support team. Working across Microsoft 365, endpoint management, identity and access systems, and virtual desktop environments, you will help maintain high standards of service and security. You will also improve support processes through documentation, knowledge sharing, root cause analysis, and automation. This hands-on role offers the opportunity to collaborate with infrastructure and security teams while directly enhancing employee productivity. Join a remote-first, international professional environment where technical expertise, clear communication, and continuous improvement are highly valued.

Act as the primary escalation point for complex, high-priority incidents and service requests, providing timely and effective technical resolutions. Troubleshoot and resolve issues across Microsoft 365, Windows, macOS, Azure Virtual Desktop (AVD), user access, and remote connectivity. Lead major incident responses, communicating clearly and calmly with affected users, senior stakeholders, and relevant technical teams. Manage the full endpoint lifecycle, including provisioning, configuration, shipping, maintenance, and support of laptops, mobile devices, and peripherals for a distributed workforce. Coordinate employee onboarding and offboarding, including account creation, access provisioning, permissions management, and equipment allocation and recovery. Administer Microsoft 365, Active Directory, and Microsoft Entra ID, managing users, groups, licenses, multifactor authentication (MFA), and access requests. Support Microsoft Intune operations, including application deployment, patch management, and endpoint policy administration, in collaboration with the Infrastructure team. Maintain clear, practical knowledge base articles, technical runbooks, and user guides, while mentoring IT support colleagues to improve first-contact resolution. Manage incidents, service requests, and problems through an IT service management (ITSM) platform, monitor ticket trends, and contribute to meeting service-level agreements (SLAs). Conduct root cause analysis to identify recurring issues and recommend sustainable solutions that improve system reliability and support efficiency. Identify opportunities to automate repetitive tasks, streamline workflows, and expand self-service capabilities, including the use of AI-powered tools. Collaborate with the Security team on access reviews, device compliance, phishing reports, and data protection practices to maintain a secure technology environment. Requirements: At least five years of professional experience in IT support, with a proven track record of managing complex technical issues and escalated incidents. Strong working knowledge of Microsoft 365, Windows, and macOS environments, including troubleshooting and end-user support. Hands-on experience with Active Directory and Microsoft Entra ID, including user administration, hybrid identity, access management, and multifactor authentication. Practical experience with Microsoft Intune, including application deployment, patching, and endpoint configuration and compliance policies. Experience supporting virtual desktop infrastructure, particularly Azure Virtual Desktop (AVD). Familiarity with ITSM platforms such as Freshservice, ServiceNow, or equivalent tools for incident, request, and problem management. Excellent written and spoken English, with the ability to explain technical concepts clearly to non-technical users, including senior executives and business partners. Strong analytical troubleshooting skills, sound judgment, and the ability to prioritize competing requests in a fast-paced, service-oriented environment. Demonstrated ability to produce clear, accurate, and accessible technical documentation for both technical and non-technical audiences. Comfort working independently and asynchronously within a distributed, remote-first team, with strong organizational and time management skills. Practical experience using AI tools to accelerate support workflows, automate routine tasks, or improve service delivery. Nice to have: Previous experience supporting users in a law firm or another professional services environment. Familiarity with Nerdio or other Azure Virtual Desktop management solutions. PowerShell scripting skills for troubleshooting, administration, and automation. Experience with website hosting and administration, including DNS and domain management, SSL/TLS certificates, content management systems such as WordPress, cloud or managed hosting, and CDN/WAF services such as Cloudflare. A proactive approach to knowledge sharing, continuous improvement, and the adoption of new technologies. Benefits: Fully remote work: Work remotely from Brazil while supporting an international team. Full-time independent contractor engagement: A contract-based opportunity with working hours aligned with the US Eastern Time Zone. International collaboration: Work with colleagues and stakeholders across a distributed professional environment. Technical ownership and impact: Take a leading role in resolving complex incidents, improving IT operations, and strengthening the employee technology experience. Professional growth: Expand your expertise across Microsoft cloud services, endpoint management, identity systems, virtual desktop infrastructure, security, and AI-powered automation. Process improvement opportunities: Contribute ideas, implement automation, and help shape more efficient and scalable IT support practices. Inclusive work environment: Join a team that values diverse perspectives, professional collaboration, and equal opportunities for qualified candidates.