IT Support Analyst

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location

This is a on-site role. This model requires the ability to work from our office in São Paulo. Our office culture is designed to foster in-person innovation, collaboration, and connection with team members local and visiting from other global offices.

The Opportunity

Our IT Support team provides world class support, no matter the technical need. As an IT Support Analyst, you’ll serve as one of the primary points of contact for all things IT. A true jack-of-all-trades, you'll be a go-to for installation, integration, maintenance, troubleshooting, and upkeep of the software and systems that keep WillowTree running.

We understand our responsibility to create a diverse, equitable, and inclusive place within the tech industry while pushing to make our industry more representative. Because of this responsibility, we need candidates who value diversity and inclusion through their work, team collaboration, or mentorship. So in your cover letter, we encourage you to reflect on diversity, equity, and inclusion.

Responsibilities

• Effectively work with technical and non-technical end-users to resolve software and hardware issues
• Administer and support the latest versions of MacOS and Windows
• Resolve A/V and conference room issues (Zoom, Meet, Webex, etc)
• Collaborate with our IT team in other locations to orchestrate cross-site company-wide meetings
• Set up workstations and train new users on company software and systems (e.g. Okta and other SaaS systems)
• Troubleshoot complex issues in person and virtually
• Manage and purchase IT inventory and coordinate repair of a variety of hardware (e.g. laptops, desktops, accessories, phones)
• Manage accounts across multiple offices (e.g. G-Suite Console)
• Understand networking fundamentals and will be our onsite hands for core networking issues (switching, routing, WiFi access points

Qualifications/Skills

• Experience providing second or third-tier IT technical support
• A familiarity with helpdesk ticketing systems (e.g. Jira Service Management)
• Track record of continuously learning new technologies and a drive to seek answers via research to obscure issues
• Ability to effectively communicate technical concepts to technical and non-technical end-users
• You're extremely organized and possess a belief in documentation
• A self-starter that can operate independently or collaboratively with IT colleagues across offices
• An eye for detail and a drive to find root cause issues rather than just band-aid fixes

Even if you don’t have expertise in all of the qualifications listed, we value new perspectives and backgrounds and encourage you to apply. We’re committed to building a diverse company that reflects the diversity of our users. We’re committed to growth-mindset.

Bonus Points

• Experience working with a digital agency
• Experience with:
• Mist wireless systems or Meraki systems
• Okta, Kandji, or 1Password
• Scripting languages such as Python, Bash, etc.