IT Support Specialist (Brazil)

Varsity Tutors, a Nerdy company, is looking for an IT Support Specialist based in Brazil to join our team. The IT Technical Support Specialist is primarily focused on supporting all company employees. This includes assisting in designing, analyzing, implementing and monitoring information systems that optimize organizational efficiency. Their duties also include overseeing the lifecycle of an employee’s accounts and application assignments, as well as helping with cybersecurity threats and data privacy requests. 

About Nerdy

Nerdy (NYSE: NRDY), the parent company of Varsity Tutors, is a leading platform for live online learning, with a mission to transform the way people learn through technology. The Company’s purpose-built proprietary platform leverages technology, including Machine Learning and AI (Nerdy AI Learning Products - Press Release), to connect learners of all ages to experts, delivering superior value on both sides of the network. Nerdy’s comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, on-demand study support, and adaptive self-study. Nerdy’s flagship business, Varsity Tutors, is one of the nation’s largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions. Learn more about Nerdy at https://www.nerdy.com/. 

Qualifications

• English fluency
• A bachelor’s degree in computer science, computer engineering or related technical field experience
• 1-3 years of relevant experience in a technical and remote customer-focused helpdesk position
• In-depth knowledge of computer hardware, software, and networks
• Extensive experience working with different operating systems including Mac OS and Windows
• Proficient with Google Workspace and Microsoft Office Suite
• Time management skills and the ability to establish reasonable and attainable deadlines for resolution
• Ability to prioritize and manage several milestones and projects efficiently
• Experience in documenting processes and monitoring performance metrics
• Exceptional interpersonal and communication skills
• Understanding of the following frameworks would be an asset (ITIL and NIST)
• Experience with Jira or other ticket management software 

Responsibilities

• Processing internal customer requests via Slack and tickets covering onboarding, offboarding, access requests, troubleshooting, configuration, and others for all employees.
• Installing and configuring new technology as it relates to employee productivity
• Providing assistance to company staff with technology-related issues via slack, video conferencing and email such as:
• understanding the issue and its cause
• solving the problem
• explaining the problem to the staff member 
• translating technical information where appropriate
• Writing reports on the status of all software in the company
• Implementing and assisting on the rollout of new applications
• Creating easy to follow “how-to” documentation
• Setting up access for new employees and assisting in all account-related issues
• Deprovisioning access for separated employees
• Addressing privacy related requests related to data deletion
• Help maintain/draft documentation where needed
• Collaborate with all members of the Varsity Tutors’ team through team meetings, peer to peer guidance and feedback
• Consulting with management and or other departments as required
• Participate in on-call rotation for technical emergencies

Varsity Tutors Leadership Principles

Relentless Focus on Customers * Comfort with Ambiguity * Ownership * Simplify * Intellectual Curiosity * Build Teams * Think Big * Insist on High Standards * Bias for Action * Build Trust * Go Deep * Have Conviction * Deliver Results * Are Right, a Lot

Benefits

• Competitive Salary (paid in USD)
• Remote Position
• Flexible PTO
• Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
• Once-in-a-lifetime opportunity to help transform how the world learns!
• Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture