What Type of Work Will You Be Doing?
- Asset management: manage the end to end lifecycle of IT assets like laptops (Mac and Windows), monitors, meeting rooms, printers and other IT assets
- Incident management: provide level 1 or 2 support on IT assets, work with the other team members in your department to escalate and resolve tickets. Ensure effective communication to keep requestors updated on their tickets. Typical tasks include;
- Hardware and software diagnostics and troubleshooting;
- Diagnose problems in a structured manner and reference best practices;
- Leverage concepts such as logging and monitoring to identify and optimise problems and improve efficiency
- Problem management: identify recurring issues, and ensure that they get logged, tracked and even participate in the process of resolving such issues with senior teams
- Service management: understand the IT user experience and workflow. Ensure documentation is up to date, to allow users to use self service functions and AI tools to serve relevant information from the internally maintained information sources
Who You Are/Our Environment:
- Process/Frameworks/Concepts:
- Understanding of common IT or logic topics such as prioritisation, trade-off analysis, elimination+isolation, testing in different environments, deductive reasoning, security best practices etc
- High level understanding or awareness of security as a theme and touch points in this role such as security controls (AV, MFA etc), risks, best practices etc
- Have one of more of the following abilities;
- Mandatory: describe in a very structured and detailed manner problems and the troubleshooting steps you’ve taken and their results.
- Optional: Additionally find and propose a solution in a structured and detailed manner to stakeholders and decision makers.
- Desirable: Collaborate or complete the required tests, documentation
- Ideally experience or understanding of ITIL service management, certification is advantageous
- Ideally experience or understanding of Agile development methodologies (keywords like Kanban, daily, retro etc are familiar)
- Infrastructure/tech stack experience:
- Expertise in MacOS and Windows endpoint management across the asset lifecycle
- Experience administering Google Workspace (or Office 365)Experience working with service desk platforms in a service orientated environment
- Atlassian products like Jira and Confluence
- Experience with MDM platforms, Omnissa WorkspaceONE and Apple Business Manager would be advantageous
- Monitoring and logging with DataDog
- Languages:
- As this is a first line support role, excellent soft skills are required to interact and sympathise with users
- Excellent communication in Portuguese and English is required
- Spanish would be an advantage
Top Skills
What We Do
PPRO is a fintech company that provides digital payments infrastructure to businesses and banks so that they can scale their checkout, acquiring, and risk services through one connection. Payment platforms, acquirers, and merchants that plug into PPRO’s infrastructure are able to access payment methods, fraud screening tools, and other essential products from multiple providers. Every product can be deployed and controlled with clicks, not code. And with the company's orchestration layer directing process flows and data like clockwork, PPRO’s partners can rest easy knowing they’re delivering seamless end-to-end services to their customers. Citi, PayPal, and Stripe are just some of the names that depend on PPRO to accelerate their roadmaps, boost their conversions, and eliminate the complexities of digital payments.