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PL Analyst, Support
American Tower. Provide Level 2 support for workplace technologies, applications, and endpoint devices .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Level 2 support for workplace technologies, including Microsoft 365 services, Active Directory, and endpoint management solutions. Proficient in incident management, problem resolution, and ensuring compliance with security and operational standards.
Highest-signal resume keywords
Microsoft 365 AdministrationActive Directory ManagementServiceNow Incident ManagementEndpoint Management SolutionsITIL Service Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Microsoft 365Active DirectoryAzure AD / Entra IDMicrosoft IntuneWindows Operating SystemsNetworking FundamentalsPowerShell ScriptingAzure Virtual DesktopEndpoint Security TechnologiesServiceNow
Soft Skills
Problem-SolvingAnalytical ThinkingCustomer ServiceCommunicationCollaboration
Tools & Technologies
ServiceNowMicrosoft TeamsSharePoint OnlineOneDriveOutlookExchange OnlineAzure Virtual DesktopMicrosoft IntuneMobile Device ManagementKnowledge Base Management
Industry Keywords
IT SupportWorkplace ServicesInfrastructure OperationsEnd User ServicesITILIncident ManagementService RequestsProblem TicketsComplianceOperational Governance
Tech Stack
Tools & technologiesAzureCloudDNSServiceNowSwitchingTCP/IP
About the role
Key responsibilities & impact- Provide Level 2 support for workplace technologies, applications, and endpoint devices
- Manage incidents, service requests, and problem tickets through ServiceNow
- Investigate and resolve escalated technical issues related to Microsoft 365 services
- Administer user accounts, permissions, groups, and access policies in Active Directory and Azure AD / Entra ID
- Support Microsoft Teams, SharePoint Online, OneDrive, Outlook, and Exchange Online administration
- Perform device lifecycle activities, including provisioning, deployment, replacement, and retirement
- Support Azure Virtual Desktop environments where applicable
- Administer endpoint management solutions, including Microsoft Intune
- Support mobile device management and endpoint compliance initiatives
- Coordinate hardware refresh and technology deployment programs
- Troubleshoot network connectivity issues and collaborate with Infrastructure teams
- Manage printing services and workplace collaboration technologies
- Create, update, and maintain Knowledge Base articles and technical documentation
- Participate in project implementations, migrations, and technology transformation initiatives
- Coordinate vendor activities and track service provider performance
- Identify opportunities for automation and process improvement
- Participate in on-call support rotations as required
- Ensure adherence to security, compliance, change management, and operational governance standards
- Support onboarding and offboarding activities, including account management and equipment logistics
Requirements
What you’ll need- Bachelor’s degree in information technology, Computer Science, Engineering, or a related discipline; equivalent combination of education and relevant experience may be considered
- 3–5 years of experience in IT Support, Workplace Services, Infrastructure Operations, or End User Services
- Experience supporting enterprise-scale environments and business users
- Experience working within ITIL-based service management environments
- Strong knowledge of Microsoft 365, including Teams, Outlook, SharePoint, OneDrive, and Exchange Online
- Understanding of Active Directory and Azure AD / Entra ID administration
- Experience supporting Microsoft Intune and endpoint management solutions
- Working knowledge of Windows operating systems and workplace endpoint support
- Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and switching concepts
- Experience with ServiceNow Incident, Request, Knowledge, and Asset Management modules
- Familiarity with PowerShell scripting and automation concepts is desirable
- Experience with Azure Virtual Desktop and cloud-based workplace technologies is a plus
- Knowledge of endpoint security technologies, encryption, and MFA solutions
- Fluent English preferred; Spanish and/or Portuguese highly desirable
- Strong problem-solving, analytical thinking, customer service, stakeholder management, communication, documentation, organizational, prioritization, independent working, collaboration, and continuous improvement skills
Benefits
Comp & perks- 🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account American Tower Website LinkedIn All Job Openings 5001 - 10000 employees Founded 1995 📦 Logistics 📡 Telecommunications 🏠 Real Estate Logistics
- Telecommunications
- Real Estate American Tower is a leading global provider of digital communications infrastructure, founded in 1995. The company operates a significant portfolio of wireless and broadcast communications real estate, serving customers in 24 countries across six continents. As one of the largest Real Estate Investment Trusts (REITs) in this field, American Tower offers solutions to deploy and support wireless networks. The company emphasizes sustainability, deploying renewable energy technologies and advanced battery storage systems to enhance efficiency for its tenants. With a robust growth track record, American Tower is committed to fostering connectivity in a responsible, equitable, and sustainable manner. PL Analyst, Support 🔥 53 minutes ago 🏢🏡 Belo Horizonte – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer 👻 Ghost score 10% 🗣️🇪🇸 Spanish Required 🗣️🇧🇷🇵🇹 Portuguese Required Azure Cloud DNS ServiceNow Switching TCP/IP Apply Now Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
- Provide Level 2 support for workplace technologies, applications, and endpoint devices
- Manage incidents, service requests, and problem tickets through ServiceNow
- Investigate and resolve escalated technical issues related to Microsoft 365 services
- Administer user accounts, permissions, groups, and access policies in Active Directory and Azure AD / Entra ID
- Support Microsoft Teams, SharePoint Online, OneDrive, Outlook, and Exchange Online administration
- Perform device lifecycle activities, including provisioning, deployment, replacement, and retirement
- Support Azure Virtual Desktop environments where applicable
- Administer endpoint management solutions, including Microsoft Intune
- Support mobile device management and endpoint compliance initiatives
- Coordinate hardware refresh and technology deployment programs
- Troubleshoot network connectivity issues and collaborate with Infrastructure teams
- Manage printing services and workplace collaboration technologies
- Create, update, and maintain Knowledge Base articles and technical documentation
- Participate in project implementations, migrations, and technology transformation initiatives
- Coordinate vendor activities and track service provider performance
- Identify opportunities for automation and process improvement
- Participate in on-call support rotations as required
- Ensure adherence to security, compliance, change management, and operational governance standards
- Support onboarding and offboarding activities, including account management and equipment logistics 🎯 Requirements
- Bachelor’s degree in information technology, Computer Science, Engineering, or a related discipline; equivalent combination of education and relevant experience may be considered
- 3–5 years of experience in IT Support, Workplace Services, Infrastructure Operations, or End User Services
- Experience supporting enterprise-scale environments and business users
- Experience working within ITIL-based service management environments
- Strong knowledge of Microsoft 365, including Teams, Outlook, SharePoint, OneDrive, and Exchange Online
- Understanding of Active Directory and Azure AD / Entra ID administration
- Experience supporting Microsoft Intune and endpoint management solutions
- Working knowledge of Windows operating systems and workplace endpoint support
- Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and switching concepts
- Experience with ServiceNow Incident, Request, Knowledge, and Asset Management modules
- Familiarity with PowerShell scripting and automation concepts is desirable
- Experience with Azure Virtual Desktop and cloud-based workplace technologies is a plus
- Knowledge of endpoint security technologies, encryption, and MFA solutions
- Fluent English preferred; Spanish and/or Portuguese highly desirable
- Strong problem-solving, analytical thinking, customer service, stakeholder management, communication, documentation, organizational, prioritization, independent working, collaboration, and continuous improvement skills Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Technical Support Assistant – Retail 🕒 September 8 Teknisa Software 201 - 500 🍽️ Food & Beverage 💼 Consulting 🏭 Manufacturing Website LinkedIn All Job Openings Assistente de suporte a clientes para software de gestão da Teknisa. Atendimento técnico e resolução de chamados em Belo Horizonte, com escala plantonista. 🏢🏡 Belo Horizonte – Hybrid 💵 R$2.1k / month ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer 🗣️🇧🇷🇵🇹 Portuguese Required Project Support Technician – I 🕒 September 1 Montreal Oficial 1001 - 5000 🔒 Cybersecurity ☁️ SaaS Website LinkedIn All Job Openings Técnico de suporte a projetos comerciais na Montreal, empresa brasileira de tecnologia. Organizando projetos e atualizando relatórios, painéis gerenciais e bases de dados. 🏢🏡 Belo Horizonte – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer 🗣️🇧🇷🇵🇹 Portuguese Required Support Technician – Infrastructure 🕒 August 25 Bernoulli Educação 1001 - 5000 📚 Education 👥 B2C ☁️ SaaS Website LinkedIn All Job Openings Técnico de suporte mantendo computadores, redes, telefonia e softwares do grupo educacional Bernoulli. Atendimento Service Desk nível 1 e suporte à infraestrutura de eventos. 🏢🏡 Belo Horizonte – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer 🗣️🇧🇷🇵🇹 Portuguese Required VoIP View More Support Engineer Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Remote jobs Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources About us Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Is Remote Rocketship legit? Privacy policy Terms of service Job board SEO course Remote Job Search MasterClass Resume Review AI Apply Copilot OpenClaw job finder API docs Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs