Service Desk Analyst
- Minimum Education: Bachelor’s Degree or equivalent in Information Technology
- Industry experience: 2–4 years of hands-on experience with MS Cloud Services.
- Domain: Technical English; Dell and Mac devices; O365 services; MS MDM; product integration; documentation practices.
- Expected: English fluency, ability to work with international teams; strong knowledge of Microsoft core technologies and services.
- Certifications (Preferred): Microsoft 365 Certified: Fundamentals (MS-900); Microsoft Certified: Azure Fundamentals (AZ-900).
- Work at L1 level handling day-to-day issues, device/user compliance (via MS Endpoint), antivirus/antimalware maintenance.
- Support end users on O365, Teams, Zoom, Slack, and other 3rd-party services.
- Assist with device peripherals: USB blocking, disk encryption, MFA, O365 groups, MS Authenticator, Outlook, LastPass.
- Follow RCA methodology, documenting issues and underlying workflows and processes.
- Take ownership of incidents with urgency and sound judgment to meet service levels.
- Collaborate with engineers and escalate cases per defined processes.
- Multi-task effectively across teams and coordinate with global colleagues.
- Prior experience working at a Managed Services/IT Services company is preferred, and a background in dealing with global and remote teams will be a strong plus.
- Given the 24/7 nature of Quartile operations, this person will be required to work after hours and on weekends when necessary and provide on-call support for related system issues on a rotating basis with other team members.
- Programming: PowerShell, CLI, Bash, JSON.
- Tools: MS Endpoint Manager, O365, Zoom, Teams, Slack, JIRA, Confluence, LastPass, Azure Portal.
This is a PJ contract based out in Brazil.