Helpdesk Engineer L1 – First Line IT Support

About the role

As a Helpdesk Engineer L1 you will provide first‑line technical support to end users, ensuring efficient resolution of incidents and service requests while delivering an excellent customer experience.

Key responsibilities

• Provide technical support for hardware, software and workplace technology issues.
• Manage, troubleshoot and resolve incidents through ticketing platforms, meeting service level targets.
• Support and maintain user accounts, permissions and access using Microsoft Active Directory and Azure.
• Assist with device management and endpoint configuration via Microsoft Intune.
• Escalate complex issues to engineering teams and coordinate resolution activities.
• Create, update and maintain technical documentation, procedures and support workflows.
• Collaborate with cross‑functional technical teams to improve support processes and user experience.
• Communicate clearly with users and stakeholders, providing updates and recommendations.

Required profile

• Formal education in Information Technology, Computer Science, Networking, Telecommunications or a related field.
• 4+ years of experience in Help Desk, Service Desk or IT Support environments.
• Strong hands‑on experience with Microsoft technologies including Active Directory, Azure and Intune.
• Experience managing incidents and service requests using enterprise ticketing platforms such as ServiceNow or EasyVista.
• Experience creating and maintaining technical documentation and support workflows.
• Excellent communication and stakeholder management skills.
• Fluency in Portuguese and English, both written and spoken.
• Proactive mindset with strong troubleshooting abilities and a customer‑service orientation.

Required skills

• Microsoft Active Directory
• Microsoft Azure
• Microsoft Intune
• ServiceNow
• EasyVista

What we offer

• A meaningful, supportive work environment aligned with the Ricoh Promise.
• Learning pathways, mentoring and career development opportunities across functions and countries.
• Flexible working arrangements and wellbeing resources.
• Opportunities to contribute to volunteering, sustainability and community programmes.
• Fair rewards, recognition programmes and a culture of inclusion.