IT Support Specialist (Brazil or Peru)

Overview:  

We are seeking a thoughtful and service-oriented IT Support Specialist who is passionate about helping others succeed. In this role, you will be the first point of contact for colleagues around the world, ensuring they have the tools, access, and support needed to deliver high impact work for our partners. 

About Delivery Associates (DA): 

Delivery Associates (DA) is a global social impact consultancy specializing in transforming the public sector. With over a decade of experience and a foundation in Deliverology®, DA guides leaders through every phase of implementation—delivery-oriented strategy formulation, execution, and evaluation. DA partners with governments, philanthropies, and international organizations, employing actionable strategies to achieve sustainable, lasting outcomes. In every one of our services, you will find a throughline back to this focus on helping our partners to deliver better results through better implementation. We are a small but global remote organization focused on scaling impact around the world. 

We believe our work is only possible through a commitment to honoring and centering a diverse range of people, experiences, and ideas, and fostering an environment that is inclusive, equitable, and empowering. A diverse team of individuals that can bring their whole self to work will perform better, help us to be stronger partners, and allow us to drive more equitable impact for people around the world. 

Key Responsibilities  

• Provide thoughtful and timely first line technical support through our ticketing platform, email, phone, and remote support tools, ensuring colleagues feel supported and confident in their work.
• Diagnose and resolve common desktop, laptop, printer, application, and basic networking issues with clarity and care.
• Set up and configure new user accounts, devices, and applications to support a smooth and welcoming onboarding experience.
• Assist with routine maintenance tasks, patching, updates, and monitoring to help maintain a reliable and secure technology environment.
• Escalate more complex or unfamiliar issues to senior engineers when required, ensuring clear communication and continuity of service.
• Support small project tasks under the guidance of more senior team members, contributing to broader improvements while developing your own skills.
• Document work, updates, and solutions clearly and consistently in our service desk system to strengthen shared learning and team efficiency.
• Coordinate laptop procurement and equipment logistics for new and existing colleagues globally.
• Support expense administration and associated operational tasks that contribute to smooth internal processes. 

Mindsets 

We work closely in diverse, global teams, leaning on each other’s strengths. We don’t expect anyone to do all these things perfectly. Our teams are made up of people who are: 

• Adaptable: Able to thrive in a dynamic environment.
• Analytical: Skilled in dissecting and solving complex problems.
• Accountable: Self-sufficient and reliable in a remote work setting.
• Driven: Committed to delivering high-impact work.
• Curious: Eager to learn from clients, colleagues, and partners.
• Collaborative: Team players who value diverse perspectives.
• Inclusive: Embrace all voices and backgrounds to enrich our work.
• Resilient: Stay on track and persevere through challenges. 

What You Bring:  

• Team-oriented and motivated, with a strong commitment to delivering excellent customer service. 

• Strong analytical and problem-solving skills, able to work methodically and maintain attention to detail under pressure. 

• Fluency in English with clear and confident written and verbal communication skills, able to engage with both technical and non-technical audiences and collaborate effectively with third party vendors. 

• A commitment to continuous learning and development, including self-directed study when appropriate. 

• Enthusiastic, inquisitive, professional, confident, and articulate, with an excellent telephone manner. 

Technical Capabilities 

Must have experience of, or be able to demonstrate potential in, some of the following. You do not need to meet every requirement; we are looking for strong potential as much as experience. 

• Knowledge of Microsoft operating systems including Windows 11 and ideally Windows Server up to the 2025 release, along with Active Directory and DNS. 

• Understanding of network topologies such as wired and wireless networking, switching, security practices, and VLANs, with networking upgrade implementation desirable. 

• Basic security hardening or penetration testing, and experience conducting audits such as asset or cyber security assessments. 

• PowerShell for system administration and automation. 

• Supporting organizations to achieve Cyber Essentials or Cyber Essentials Plus. 

• Office 365 and Azure administration, with migration experience desirable in both. 

• Building, configuring, and troubleshooting server and workstation hardware. 

• Endpoint security solutions and managed email security, including centralized management and monitoring. 

• Patch management, configuration management, or mobile device management solutions. 

• Managed deployment of client applications or application migration. 

• SQL Server or SQL database administration and upgrades. 

• Supporting common end user software including Microsoft Office. 

Education 

• Degree level qualification in a relevant field such as Cyber Security, Computer Science, Software Engineering, or Mathematics is beneficial but not required. 

• Relevant industry certifications or an interest in pursuing them. 

• Willingness to work toward certifications or formal study if not already held. 

• Option to pursue a degree as part of the role if one is not already held. 

What we offer:

• Impactful work: Opportunities to engage with senior leaders and work on impactful projects. 

• Excellent colleagues: We strive to be as talent-dense and diverse as possible, so we are always learning from each other. 

• Growth environment: Everyone’s career pathway is unique-be part of a growing organization committed to continuous improvement. 

• Flexibility: Remote working environment with opportunities for global collaboration. 

• Healthy compensation: Our colleagues enjoy a comprehensive benefits package for the effort they put in.  

Values:  

Our values serve as an anchor, enabling us to stay true to who we are and what we stand for.  

• Passion: It is all about impact.  
• Excellence: Delivering to the highest standards.  
• Humility: Pride without ego.

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