Job Description:

Senior IT Support Analyst

Job Description Summary

The Senior IT Support Analyst will be based in Sorocaba, Brazil, with responsibility for delivering advanced technical support to end users, executives, and business teams across Nextpower’s Brazilian locations. This position will support the analysis, acquisition, deployment, configuration, maintenance, and lifecycle management of computers, operating systems, applications, networks, collaboration platforms, and IT assets.

The role will act as a senior escalation point for complex incidents and service requests, ensuring timely resolution, excellent customer experience, accurate documentation, and adherence to IT processes. The Senior IT Support Analyst will also contribute to infrastructure, cybersecurity, onboarding, office expansions, technology projects, and continuous improvement initiatives.

The position will work closely with regional and global IT teams, as well as Human Resources, Finance, Operations, R&D, Project Management, Sales, and executive leadership. The ideal candidate will combine strong technical expertise with excellent communication, ownership, organization, and customer-focused execution.

Job Posting Title

Senior IT Support Analyst

Here is a glimpse of what you’ll do…

• Provide advanced technical support for Windows laptops, desktops, mobile devices, printers, conference room equipment, and related peripherals.
• Troubleshoot and configure: Windows 10/11 operating systems; Microsoft 365 and Office applications; Active Directory and Entra ID; Okta and identity management solutions; Wi-Fi and general network connectivity; TCP/IP, DNS, DHCP, VPN, and file access; Zoom Rooms and audiovisual systems; Printers, scanners, and other office equipment; Endpoint security and standard corporate applications.
• Provide white-glove technical support to executives and their assistants.
• Lead the deployment, configuration, imaging, replacement, and lifecycle management of laptops and desktops in a domain environment.
• Support user onboarding, transfers, offboarding, and access provisioning in coordination with Human Resources and global IT.
• Manage inventory, asset tagging, equipment allocation, stock control, and IT asset records.
• Act as a senior escalation point for complex incidents, recurring problems, and known errors.
• Analyze incidents and determine the most effective method for resolution while minimizing business impact.
• Support network and infrastructure activities involving switches, firewalls, wireless access points, server rooms, and site connectivity.
• Provide on-site and remote support for Nextpower offices, factories, and other business locations in Brazil.
• Support office expansions, new facilities, equipment installations, network changes, and technology projects.
• Participate in the implementation and support of global IT standards, security controls, and operational procedures.
• Collaborate with IT teams located in the United States, India, Spain, and other global locations.
• Assist in identifying opportunities to automate, standardize, and improve IT support processes.
• Create and maintain technical documentation, knowledge articles, procedures, diagrams, and support records.
• Provide technical guidance and knowledge sharing to IT support team members.
• Prioritize activities according to business impact, urgency, service-level agreements, and customer needs.

Service Management Responsibilities

• Respond to and close assigned tickets within established service-level agreements.
• Ensure that tickets are correctly diagnosed, documented, resolved, and validated before being moved to a resolved state.
• Track all assigned incidents and service requests until completion.
• Provide clear and timely communication to users and stakeholders.
• Follow established IT processes, procedures, security requirements, and change-management practices.
• Execute approved change tasks within the scheduled timeframe.
• Maintain the accuracy of user, asset, software, and configuration databases.
• Provide effective specialist support for problem-management activities and recurring incidents.
• Identify trends and recommend corrective or preventive actions.
• Contribute to IT metrics, SLA reporting, service reviews, and continuous-improvement initiatives.

We are looking for someone who demonstrates:

• Intense collaboration and effective teamwork.
• Passionate customer focus and commitment to a high-quality user experience.
• Strong ownership, accountability, and follow-through.
• Thoughtful, fast, and disciplined execution.
• Excellent problem-solving and analytical skills.
• Professionalism and discretion when supporting executive leadership.
• Integrity and commitment to information security.
• Ability to work independently in a fast-paced, international environment.
• Tenacious commitment to continuous improvement and operational excellence.
• Strong communication skills with both technical and non-technical audiences.

Here is some of what you’ll need — required:

• Associate’s or bachelor’s degree in Information Technology, Computer Science, Systems Analysis, or a related field; equivalent experience may be considered.
• Five or more years of experience in desktop support, service desk, IT operations, or endpoint support.
• Advanced knowledge of Windows 10/11, Microsoft 365, Office applications, Active Directory, and Entra ID.
• Practical experience with Okta, Zoom, endpoint management, software deployment, and user administration.
• Strong knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general network troubleshooting.
• Experience supporting laptops, desktops, printers, conference room systems, and audiovisual equipment.
• Experience with IT asset management, inventory control, imaging, deployment, and equipment lifecycle processes.
• Strong analytical, diagnostic, and troubleshooting skills.
• Excellent interpersonal, communication, and customer-service skills.
• Ability to support executive users with discretion and urgency.
• Strong organizational skills and attention to detail.
• Advanced or fluent English, spoken and written, for communication with global IT teams.
• Availability to provide on-site support in Sorocaba and occasional support to other Brazilian locations.

Here are a few of our preferred experiences:

• Experience supporting multiple offices, factories, or geographically distributed environments.
• Experience with Cisco switching, SonicWall firewalls, Aruba wireless infrastructure, or similar technologies.
• Experience with endpoint-management platforms such as Microsoft Intune, SCCM, or equivalent solutions.
• Knowledge of ITIL, incident management, problem management, and change management.
• Experience creating technical documentation, network diagrams, and standard operating procedures.
• Experience supporting macOS devices in a Windows and Microsoft 365 environment.
• Experience with Power BI, service metrics, SLA reporting, or IT performance dashboards.
• Experience mentoring junior IT professionals or coordinating local IT activities.
• Experience supporting office moves, site deployments, network expansions, and infrastructure projects.
• Previous experience in a global or multinational organization.

Location: Sorocaba, Brazil / Hybrid
Reporting: IT Manager, Brazil or Regional IT Manager, LATAM

At Nextpower, we are driving the global energy transition with an integrated clean energy technology platform that combines intelligent structural, electrical, and digital solutions for utility-scale power plants. Our comprehensive portfolio enables faster project delivery, higher performance, and greater reliability, helping our customers capture the full value of solar power. Our talented worldwide teams are redefining how solar power plants are designed, built, and operated every day with smart technology, data-driven insights, and advanced automation. Together, we’re building the foundation for the world’s next generation of clean energy infrastructure.

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