IT Support & Infrastructure Analyst (Miami, FL)

About Us XP Inc. is one of Brazil’s largest independent financial institutions and the company behind brands such as XP, Rico, Clear, XP Educação, and InfoMoney, among others. With more than 4.6 million active clients and over R$1.1 trillion in assets under custody, we have been transforming the financial market for the past 25 years to improve people’s lives. Driven by a strong culture shaped by four core values — Dream Big, Entrepreneurial Spirit, Client Focus, and Open Mindset — XP Inc. is constantly looking for top talent with the ambition to achieve what others consider impossible. About the Role This opportunity is part of our Technology Infrastructure team and plays a key role in supporting end users while helping maintain the technology environment that enables our business to operate efficiently. The position goes beyond traditional Service Desk activities. We are looking for someone who enjoys troubleshooting user issues but is also interested in supporting broader infrastructure areas such as networking, servers, telecommunications, meeting room technology, office technology, and workplace systems. This is an excellent opportunity for someone looking to expand their technical skills, gain hands‑on infrastructure experience, and contribute to both daily operations and technology projects. Check our Instagram and LinkedIn. What You Need to Succeed Associate’s or Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience. Strong knowledge of Windows operating systems and Microsoft 365. Solid understanding of computer hardware, peripherals, device lifecycle management, and troubleshooting. Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, Wi‑Fi, VPN). Strong customer service mindset. Excellent communication and interpersonal skills. Ability to prioritize tasks and work in a fast‑paced environment. Willingness to learn new technologies and expand technical knowledge. Hands‑on, proactive, and problem‑solving attitude. Nice to have: Previous experience in IT Support, Help Desk, Desktop Support, or Infrastructure Support. Experience with ServiceNow or other IT Service Management platforms. Experience supporting Microsoft Intune and device management platforms. Familiarity with Active Directory, Entra ID, or Microsoft 365 administration. Exposure to networking equipment and infrastructure troubleshooting. Experience with conference room technology and AV systems. Basic scripting or automation knowledge (PowerShell, Power Automate, etc.). Industry certifications such as Network+, ITIL Foundation, Microsoft Certifications, or Cisco Certifications. Experience working in a financial services or highly regulated environment. Key Responsibilities Provide technical support to end users, both remotely and onsite. Troubleshoot hardware, software, networking, and connectivity issues. Support onboarding, offboarding, and equipment provisioning processes. Assist with the deployment, configuration, and maintenance of laptops, mobile devices, and workplace technology. Monitor and support office infrastructure, including networking equipment, meeting room technology, printers, and telecommunications systems. Participate in office technology projects, upgrades, relocations, and infrastructure initiatives. Manage and update incidents, service requests, and tasks through ServiceNow. Maintain accurate asset inventory records and technology documentation. Coordinate with vendors and internal teams to resolve operational and technical issues. Help ensure a reliable, secure, and productive technology environment for employees. Identify opportunities to improve processes, automation, and user experience. Support executive users and corporate events when required. Recruitment Process Resume Screening: We review your background to check if your experience matches the role’s requirements. Online Assessments: You’ll take a cultural fit test (Mindsight) and a logical reasoning test (Predictive Index). Recruitment Interview: We’ll discuss your career goals and expectations for the role. Hiring Manager Interview: A conversation about your vision and how you can add value to the team and the company. Stakeholders Interview: You’ll meet potential teammates to see how you’d collaborate and work together. Offer: We present the proposal, including compensation, benefits, and next steps. Flexible In-Office Work Model Our work model varies depending on the role. Some business-facing positions may require a fully in-office setup, while other teams may operate with greater flexibility. Overall, we follow a model with a stronger in‑person presence, always guided by flexibility, autonomy, and the sense of responsibility that reflects our entrepreneurial culture. At XP Inc., we value in-person interactions and see the office as an important space for strengthening collaboration and professional relationships. *By submitting your application, you acknowledge that you have read, understood, and agreed to the Privacy Policy of XP Inc. Group and of its suppliers and partners that support the recruitment process. XP Inc. Group may use artificial intelligence solutions to support the recruiting team throughout the hiring process, which may involve the processing of your personal data for this purpose, in accordance with the principles set forth in Brazil’s General Data Protection Law (LGPD) and XP Inc. Group’s Privacy Policy. #J-18808-Ljbffr Offshore