IT Support Analyst

Curious about what it’s like to work at Cognyte?

At Cognyte, you’ll collaborate with expert colleagues around the globe to solve problems most people will never even know exist!

You’ll be part of building unique solutions shaped by real investigative methodologies, enabling our customers to identify, investigate, visualize and prevent criminal, terror and security threats worldwide.

These solutions are used by law enforcement, national security, and national and military intelligence agencies in almost 100 countries to turn massive, diverse data into clear, actionable intelligence for a safer world.

We are looking for a hands-on, customer-oriented IT Support Analyst to join our Americas Regional IT Support team based in Brazil. In this role, you will provide on-site support to the local office and remote support to employees across the U.S. and Mexico, ensuring a seamless IT experience for our distributed workforce. You will play a key role in end-user support, asset management, onboarding/offboarding, and regional incident response while working closely with global IT teams.

This is a fully on-site position based in our Brazil office, serving as the primary regional IT presence for employees across the Americas.

As a Cognyter you will:

• Provide Tier 2 IT support across the Americas region for hardware, software, connectivity, and access-related issues

• Troubleshoot and resolve technical problems with a strong focus on responsiveness, communication, and user experience

• Partner with global IT teams to escalate and resolve complex technical issues

• Coordinate shipping, replacement, tracking, and delivery of IT equipment across multiple countries

• Manage IT asset lifecycle processes, including inventory accuracy and equipment tracking

• Prepare and configure devices, user accounts, and access permissions for new hires

• Support onboarding and offboarding processes, ensuring secure access management and asset recovery

• Assist with endpoint security, patching, MFA, encryption, and compliance related initiatives

• Support regional security incident response and remediation activities

• Act as the main IT contact for employees across the Americas region

• Contribute to incident management, documentation, knowledge sharing, and process improvements

• Identify recurring issues and proactively suggest solutions to improve efficiency and user experience

For that mission you’ll need:

• 3+ years of experience in end-user IT support, including at least 1 year in a Tier 2 support role (or equivalent level of responsibility)

•Fluent English communication skills (written and spoken)

• Strong hands-on experience with:

• Windows 10/11 and macOS support and administration
• Microsoft 365 and/or Google Workspace administration
• Identity and access management tools such as Entra ID (Azure AD), Okta, and MFA solutions
• Endpoint management platforms including Intune, JAMF, or Kandji
• ITSM and remote support tools such as ServiceNow, Jira Service Management, or Freshservice
• Basic network troubleshooting (Wi-Fi, VPN, LAN/WAN)

• Ability to work independently, prioritize effectively, and take ownership of issues from start to finish

• Strong customer-service mindset and problem-solving skills

Would be considered an advantage:

• Intermediate Spanish skills

• Experience supporting cross-border IT logistics and equipment shipping

• Familiarity with security and compliance frameworks such as SOC 2 and ISO 27001

• Certifications such as CompTIA A+/Network+, Microsoft 365 Certified, or ITIL Foundation

• Previous experience in a global or multinational technology company