Service Desk Analyst (Microsoft)

Location: Brazil — Remote; flexible hours, including weekends, non-business hours, and rotating shifts, may be required.

Company

hirify.global provides technology and operational services supported by internal IT systems and end-user support functions.

What you will do

• Manage incidents and service requests through the IT portal, calls, and chats as a single point of contact.
• Provide Tier 1 and Tier 2 support for end-user services, Microsoft systems, business applications, hardware, and specialized software.
• Troubleshoot issues using remote takeover tools, resolve incidents within service targets, and escalate outages or complex problems.
• Maintain tickets, asset records, knowledge-base documentation, and detailed service procedures.
• Support user provisioning, mobile device management, software rollouts, PMO projects, and SDLC-related implementations.
• Mentor newer employees, share resolutions, train users, and provide occasional onsite or executive VIP support when required.

Requirements

• Fluent English is required for effective communication with users and teams.
• 1–3+ years of experience supporting Microsoft desktop or server operating systems.
• Experience with Microsoft Active Directory and business-environment user, desktop, or server support.
• Experience supporting Microsoft Office, Google Workspace, and other Google applications.
• Ability to work flexible hours, including weekends, shifts, and outside standard business hours.
• Strong communication, customer-service, troubleshooting, and technical documentation skills; an IT college degree is preferred.

Culture & Benefits

• Remote work from Brazil with flexible scheduling to support business operations and emergency outages.
• Customer-oriented environment focused on ownership, timely resolution, and clear communication.
• Opportunities to mentor colleagues, train end users, and contribute to service-quality improvements.