Service Support Analyst

Location: On-site at the Rio de Janeiro office, Brazil

Company

hirify.global provides workforce solutions and international staffing services for STEM industries, supporting technology, construction, and engineering professionals across a global network.

What you will do

• Provide first- and second-line Service Desk support, logging, categorising, prioritising, and resolving incidents and requests within agreed service levels.
• Own tickets through resolution, communicate updates clearly, and escalate issues when required.
• Manage user access and joiner, mover, and leaver processes using auditable security and compliance controls.
• Support problem management, root cause analysis, major incident response, and post-incident reviews.
• Assist senior engineers with project delivery, knowledge transfer, and transitions into business-as-usual support.
• Maintain service records, documentation, software repositories, asset data, and vulnerability remediation information.

Requirements

• Fluent English required.
• Experience in a structured IT Service Desk or IT support environment.
• Practical knowledge of ITIL service management, including incident and request handling.
• Experience with service management tools for ticket handling, knowledge articles, and asset tracking.
• Knowledge of user access management, Microsoft 365, identity management, and end-user device support.
• Awareness of information security and compliance requirements, including ISO 27001-aligned controls, plus strong communication and organisational skills.

Culture & Benefits

• Monthly base salary with a performance-based commission or bonus.
• Career progression opportunities locally and internationally.
• Training and professional development programmes.
• Supportive, team-driven environment focused on work-life balance.
• Career breaks available after one year and employee recognition programmes.
• Mental health support, charity days, and annual destination trips through the High Flyers programme.