Colleague Support Engineer

At PPRO, a Colleague Support Engineer is a proactive enthusiastic problem solver and contributes to the success of the team, he/she takes pride in the customer delight and the service provided. Our goal isn't just fixing problems, we endeavour to find new and better ways of enabling our colleagues to do their best work.

As Colleague Support Engineer at PPRO you will be the face of IT for our colleagues, you will handle complex issues independently, achieving a high satisfaction score. You will be providing operational support such as system upgrades, bug fixes, and managing system changes, assisting colleagues onsite and remote in identifying their hardware and software needs. A key part of the role is to maintain excellent communication, mentor IT peers, and create useful IT documentation. Networking with broader teams is crucial, as is developing strong relationships with business units.

This role will be onsite 5 days a week.

What you will be doing:

• Understand and integrate with our operations using our in-house processes and tools.
• Troubleshoot and solve issues across various platforms (Mac, PC, Linux, iOS, Android, Printing, and Audio Visual), exploring automated solutions for recurring issues.
• Foster clear and effective communication with teams and stakeholders.
• Create empowering self-help resources by analysing the needs of our colleagues.
• Identify and address knowledge gaps, and document successful troubleshooting methods.
• Lead in technical expertise, best practices, and own operational responsibilities for your services.
• Help establish and share company-wide technical standards.
• Always maintain a customer-centric approach, being prepared to support colleagues.

You'll need to have:

• Has at least 1-2 years' experience in a similar role.
• Excellent skills in desktop operating systems such as Windows, MacOS, Linux.
• Familiarity with remote desktop applications and helpdesk software.
• Expertise in troubleshooting techniques and problem-solving.
• Ability to explain technical information to non-technical colleagues.
• Experience in a multi-cloud environment and with Atlassian IT Service Management.
• Familiarity with ITIL, Agile and Scrum practices
• Results-oriented, collaboratively spirited, practical, and dedicated to continuous improvement.
• Excellent problem-solving skills.
• Proficiency in English.

What we offer:

• 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 40/ 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)
• 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
• Professional and personal development - We provide leadership cafes, on-the-job training, and access to LinkedIn learning to help you gain knowledge beyond your role.
• We also offer language incentives and cover the costs of your classes!
• 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.