Job description

About the Role

Na Praia is seeking a dedicated IT Support Technician to join our team in the United States. This full-time, onsite position is ideal for individuals with entry to mid-level experience, aiming to support and maintain our organization's IT infrastructure while delivering excellent customer service.

Primary Responsibilities

Deliver first-level technical assistance for hardware, software, network, and system-related problems.
Efficiently diagnose, troubleshoot, and resolve IT-related incidents.
Install, configure, and upkeep IT equipment including desktops, laptops, printers, and mobile devices.
Provide support for operating systems, business applications, email, and collaboration platforms.
Handle user account management, including passwords, access rights, and configuration settings.
Oversee the health of IT infrastructure, networks, and connected devices.
Refer complex technical issues to senior personnel or external vendors when necessary.
Assist with system upgrades, installation of new software, and hardware deployment.
Maintain detailed documentation of support tickets, issue resolutions, and IT assets.
Support onboarding and offboarding processes by preparing devices and account setups.
Inform users about IT best practices, security policies, and appropriate system usage.
Ensure adherence to company IT regulations, security protocols, and data privacy standards.

Qualifications and Skills

Prior experience in IT support, help desk, or a related technical role is preferred.
Foundational knowledge of computer hardware, operating systems, networking principles, and troubleshooting.
Familiarity with Windows, macOS, Microsoft 365, Active Directory, and common enterprise software.
Understanding of networking protocols such as TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity.
Strong analytical and problem-solving capabilities.
Excellent communication skills coupled with strong customer service orientation.
Ability to effectively prioritize multiple technical support requests.
Meticulous attention to detail and dedication to service excellence.
Relevant certifications like CompTIA A+, Network+, Microsoft certifications are beneficial.
Diploma or Bachelor's degree in Information Technology, Computer Science, Network Engineering, or related field preferred.

Benefits and Professional Development

Gain practical experience across diverse IT systems and technologies.
Exposure to areas including technical support, networking, cybersecurity, cloud services, and infrastructure management.
Pathways for career advancement into roles such as Senior IT Support Technician, Systems Administrator, Network Engineer, IT Analyst, or IT Manager.
Enjoy a collaborative, technology-focused, and supportive work environment.
Access to training programs, certification assistance, and opportunities for professional growth.
Competitive pay and a full range of employee benefits.