IT Support Engineer – L2

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

📋 Description

• Diagnose and resolve escalated end-user issues across Windows and macOS devices, Microsoft 365, Entra ID, Intune, printing, and various business applications.

• Manage service desk tickets in order of priority while adhering to service level targets.

• Keep users updated on the status of their issues and estimated timelines for resolution.

• Facilitate user onboarding, offboarding, and modifications to access across Entra ID, Active Directory, Microsoft 365, and client line-of-business systems.

• Construct, image, and deploy endpoints utilizing Intune, Autopilot, or similar tools.

• Ensure device compliance with client patching and security standards.

• Assess whether issues are user-related or infrastructure-related, escalating infrastructure problems to engineering teams with comprehensive troubleshooting details.

• Create and maintain knowledge base articles and runbook procedures.

• Detect recurring incidents and escalate problems with adequate evidence to prompt resolutions.

• Adhere to client change management protocols for changes impacting multiple users.

• Deliver clear and patient communication to end users and client representatives throughout the resolution process.

⛳️ Requirements

• Minimum of 8 years of IT support or service desk experience with direct responsibility for end users.

• Proficiency in English is mandatory.

• Practical troubleshooting experience with Windows 10 and 11 endpoints and Microsoft 365, including Exchange Online, Teams, SharePoint, and OneDrive.

• Experience managing users and devices in Entra ID, Active Directory, and Intune, including Conditional Access and basic MFA.

• Familiarity with macOS support and an endpoint management or RMM platform.

• Basic understanding of networking, including DNS, DHCP, VPN, and Wi-Fi.

• Ability to differentiate between network issues and endpoint problems.

• Experience with ticketing systems and remote support tools aligned with defined service level objectives.

• Clear and patient communication skills with end users, along with meticulous written documentation.

• Previous experience in an MSP or multi-client environment, preferably supporting multiple customer setups concurrently.

• An associate's or bachelor's degree in information technology or a related discipline, or equivalent hands-on experience.

• CompTIA A+ or Network+, Microsoft endpoint certifications such as MD-102, or similar qualifications are preferred.

• Basic PowerShell scripting skills for account and device management are preferred.

• Experience in compliance-driven environments such as HIPAA, PCI DSS, SOC 2, or TPN is preferred.

🏝️ Benefits

• Work remotely from home.

• Collaborate with a global network operations center.

• Enjoy defined service level objectives and a structured ticketing support system.