Job Summary

This role provides advanced technical support for Windows environments with a focus on Portuguese-Brazilian language expertise. The individual is responsible for troubleshooting complex incidents, conducting root cause analysis, and ensuring high-quality resolutions to maintain customer satisfaction and operational security.

Key Responsibilities

1. Resolve complex technical incidents by applying advanced troubleshooting skills in Windows environments and communicating effectively in Portuguese-Brazilian to ensure clear, accurate solutions for end-users.
2. Perform root cause analysis using diagnostic tools and Windows system logs, implementing corrective actions to address recurring technical and security issues.
3. Update and manage the knowledge base in both English and Portuguese-Brazilian, ensuring accurate documentation of solutions and best practices for internal teams.
4. Coach and mentor analysts by delivering in-depth training sessions and providing guidance on advanced technical support processes in a bilingual setting.
5. Collaborate within the support team to resolve escalated tickets, ensuring adherence to agreed SLAs and maintaining a robust security posture.
6. Ensure positive customer experience by achieving high First Call Resolution rates, minimizing case reopenings, and addressing customer concerns in Portuguese-Brazilian with professionalism and empathy.

Skill Requirements

1. Advanced Proficiency In Windows Operating Systems And Troubleshooting Tools.
2. Advanced Understanding Of Root Cause Analysis Methodologies And It Security Best Practices.
3. Advanced Ability To Document Technical Solutions And Update Knowledge Base Entries Accurately.
4. Advanced Skills In Coaching, Mentoring, And Providing Technical Guidance To Team Members.
5. Advanced Proficiency In Managing And Resolving Complex Technical Incidents Within Defined Slas.

Other Requirements

1. Microsoft Certified: Windows Client (optional but valuable)
2. ITIL Foundation Certification (optional but valuable)
3. Certification in Portuguese Language Proficiency (optional but valuable