2nd Line IT Support, Project Engineer

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Serve as an escalation point for first-line engineers, taking ownership of complex tickets until resolution.

• Diagnose and resolve intermediate to advanced issues in Windows, Microsoft 365, Azure / Entra ID, networking, and endpoint technologies.

• Manage tickets through the service desk, ensuring regular communication, accurate documentation, and resolution within agreed SLAs.

• Appropriately escalate to third-line and specialized teams, providing clear diagnostics, troubleshooting steps, and supporting evidence.

• Administer Microsoft 365 tenants, including Exchange Online, SharePoint, Teams, and Intune.

• Manage user identities, groups, permissions, and licensing in Entra ID / Active Directory.

• Assist, configure, and troubleshoot networking components such as firewalls, switches, wireless access points, and VPNs.

• Create and maintain detailed technical documentation, runbooks, and knowledge base articles.

⛳️ Requirements

• 3+ years of experience in IT support, with at least 1 year in level 2 or equivalent roles.

• Strong experience in supporting Windows environments.

• Hands-on experience in administering Microsoft 365 and Entra ID / Active Directory.

• Solid understanding of networking fundamentals (DNS, DHCP, VPNs, TCP/IP, firewalls).

• Proven experience working in ticketing systems and SLA-oriented support environments.

• Strong written and verbal communication skills in Portuguese and English, with the ability to explain complex technical issues to non-technical users.

• Spanish is highly desirable to support clients in Latin America.

🏝️ Benefits

• Opportunity to work for a global MSP with international exposure.

• Clear career progression paths aligned with the Texaport engineering roadmap.

• Support for training, mentoring, and certification.

• Collaborative and supportive team culture.

• Competitive local compensation based on experience.