• Provide day-to-day technical support to end-users via email, chat, or ticketing systems • Troubleshoot and resolve hardware, software, and network issues • Install, configure, and maintain computer systems, applications, and devices • Manage user accounts, permissions, and access (e.g., Google Workspace, Microsoft 365) • Support onboarding and offboarding of employees (account setup, equipment provisioning) • Monitor and respond to IT support tickets in a timely manner • Maintain IT documentation, SOPs, and knowledge base articles • Assist with system updates, patches, and basic cybersecurity practices • Escalate complex issues to senior IT personnel when necessary

• Lead the design, implementation, and administration of enterprise applications supporting field operations. • Collaborate closely with business stakeholders, field service teams, development teams, and technical groups to gather requirements, architect scalable solutions, and drive major system enhancement projects from conception to successful deployment. • Act as the primary technical driver for cross-platform integration initiatives, ensuring seamless data flow, API connectivity, and communication between disparate field service and network management tools. • Provide senior-level support and technical mentorship, managing system upgrades, vendor relationships, and complex troubleshooting while actively documenting system architectures, creating FAQs, and developing materials for knowledge sharing.

• Traduzir necessidades de negócio em soluções sistêmicas estruturadas e viáveis • Definir diretrizes arquiteturais para iniciativas corporativas e programas evolutivos • Desenhar arquiteturas orientadas a processos de negócio, garantindo integração entre sistemas • Estruturar soluções considerando aspectos de escalabilidade, segurança e performance • Apoiar o faseamento de demandas e priorização de iniciativas com base em impacto e viabilidade • Garantir aderência a padrões tecnológicos e boas práticas de arquitetura corporativa • Atuar na definição e governança de integrações (online e batch) entre sistemas • Avaliar riscos técnicos e propor estratégias de mitigação

• Support for day-to-day IT issues, diagnosing and resolving hardware and software faults, and assisting users in a primarily Windows-based environment with some macOS devices. • Installation and configuration of PCs, laptops, and peripherals (e.g., printers). • Management and monitoring of network infrastructure (LAN, WAN, VPN) and support for troubleshooting and fault resolution. • Administration and monitoring of the AWS-based server environment (EC2, S3, RDS, ElastiCache with Valkey and Redis, ELB, Lambda), continuous monitoring to ensure stability and performance, and management and oversight of backup and recovery systems. • Performing and monitoring regular backups and contributing to disaster recovery planning and data restorations. • Supporting the implementation of IT security measures, managing antivirus solutions and firewalls, and raising employee awareness of IT security. • Documenting IT systems, processes, and changes, maintaining a knowledge base, and producing reports. • Conducting user training on IT systems, new applications, and security policies. • Participating in IT projects, supporting rollouts of new systems, and working closely with business units and external service providers. • Receiving, prioritizing, and handling support tickets in Jira, as well as escalating complex issues and ensuring prompt problem resolution.