IT Support Engineer

Job description

At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth.

Our strength lies in our diverse global team with 50+ nationalities and 10+ international locations- all united around one goal – to deliver the best possible products and services to our partners and customers. While our company mission is to keep innovating global commerce, our internal mission is to #chooseaction, #beopen, #thinkcustomer, #gofurther and #wintogether

The Purpose:

In PPRO’s IT Support team, we believe in empowering our users with exceptional IT support, allowing them to do their best work.

We’re looking for someone who’s passionate about creating a seamless experience for everyone. We have a strong focus and commitment to IT service management, software engineering methodologies, system design principles and similar concepts. Your role will combine hands-on support, efficient operations of our systems and contributions to key projects.

In this role, you’ll work closely with local IT team members in São Paulo to provide support for users throughout North and South America. Additionally, you’ll collaborate with colleagues in London, Berlin, Munich, and Singapore to support PPRO’s global staff and ensure continuous ²⁴⁄₇ operations. While the role primarily requires you to be in the office five days a week, it may involve very infrequent travel to assist with projects like office moves in the regions you support.

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

Key Deliverables in the First Few Months

• First Month:
• Onboard by learning our systems, staff, SOPs and processes
• Start resolving common IT support requests
• Review our MDM and asset management system, and contribute by performing maintenance tasks
• Months 2-3:
• Take ownership of the onsite IT support in the São Paulo office and join the extended team to support our users in other regionsStart to get a deeper context of ongoing and future projects, see where your skills could contribute and where help is needed.
• Months 4-6:
• Contribute to documentation improvements by reviewing, suggesting/editing and discussing changes with stakeholders
• Focus on leveraging our systems and data to proactively solve problems and optimise the environment
• Contribute to the general office spirit in your region to ensure your visibility and familiarity with staff. Seek how to improve or implement our maturing IT support and office equipment standards in your office

What we offer:

Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working. In addition to our 30-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year.

Learning and Development - We offer a 3,000 BRL annual budget to support your professional growth—because investing in your development benefits us all. In addition, we provide leadership cafés, on-the-job training, and other opportunities to help you grow your skills and thrive in your role.

Insurance - Because better safe than sorry - we want our employees to benefit from  various insurances including life insurance, health insurance + dental plan and travel insurance.

Meal vouchers - BRL 54/ day -  Enjoy a moment of conviviality and a good and balanced meal thanks to your meal vouchers. You will also have the choice between meal allowance, supermarket voucher or both (splitting the total value in two)

Enhance Family Leave - We understand the importance of family - that’s why we offer enhanced family leave to support you during key life moments.

Transportation Voucher - we will cover your costs of commute!

Gym membership - PPRO helps contribute towards the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet

New Value (Deals & Coupon Platform) - Get attractive discounts to restaurants, stores and events

Mental Health Platform - We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.

SESC -  private institution that makes available Education, Health, Culture and Recreational programs and events and provides Social Assistance to our employees and their dependents.

Our Principles:

We get things done: We are courageous; we take ownership, make decisions and get things done.

We act with trust and integrity: We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intent

We put the customer first: We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do.

We make things better: We boldly explore  new ideas and have an unwavering commitment to continuous improvement.

We work as a team: We collaborate closely and value team success over individual achievement.