2nd Line IT Support & Project Engineer, São Paulo

2nd Line Support Engineer (Americas, São Paulo Based) São Paulo, Brazil (Remote / Home-Based) Supporting clients across North, Central and South America Texaport is a UK-headquartered Managed Service Provider delivering IT services, cyber security and cloud services to organisations globally. With over a decade of experience supporting international clients, Texaport is continuing to expand its global service desk to deliver high-quality, regionally aligned support coverage to customers across multiple time zones. To support our growing client base in the Americas, we are seeking a 2nd Line Support Engineer based in São Paulo to provide escalated technical support to users across the region. As a 2nd Line Support Engineer, you will act as the escalation point for 1st Line engineers, taking ownership of more complex incidents and service requests across infrastructure, cloud and end-user technologies. You will deliver professional and effective technical support via the ticketing system, phone and remote support tools, while working closely with Texaport’s UK-based senior engineering teams to ensure consistent service delivery across regions. This role is ideal for an experienced support engineer looking to deepen their technical expertise within a global MSP environment, with clear progression opportunities into 3rd Line, cloud or cyber security specialisms. Additionally, you will assist the UK-based engineers with Projects such as security compliance auditing and implementation, cloud migration and more. Key Responsibilities Technical Support & Service Delivery Act as an escalation point for 1st Line engineers, taking ownership of more complex tickets through to resolution Diagnose and resolve intermediate to advanced issues across 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 Escalate appropriately to 3rd Line and specialist teams, providing clear diagnostics, troubleshooting steps and supporting evidence Follow and help refine ITIL-aligned workflows and service desk procedures Systems & Administration Administer Microsoft 365 tenants, including Exchange Online, SharePoint, Teams and Intune Manage user identities, groups, permissions and licensing in Entra ID / Active Directory Support, configure and troubleshoot networking components such as firewalls, switches, wireless access points and VPNs Assist with small project work, migrations, deployments and infrastructure changes Carry out proactive monitoring, patching and maintenance tasks across client environments Documentation & Collaboration Create and maintain detailed technical documentation, runbooks and knowledge base articles Mentor and support 1st Line engineers, sharing knowledge and assisting with technical queries Collaborate with colleagues, vendors and third parties to resolve complex incidents Contribute to the continual improvement of service desk processes, tooling and customer experience Working Hours Core working hours aligned to the Americas' time zones Role supports clients primarily in North and South America, with handover to UK teams as required Practical Requirements A home office or suitable working environment A stable internet connection suitable for remote support, voice calls and video meetings Required Skills & Experience Essential 3+ years’ experience in an IT support role, with at least 1 year at 2nd Line or equivalent level Strong experience supporting Windows desktop and server environments Hands-on experience administering Microsoft 365 and Entra ID / Active Directory Solid understanding of networking fundamentals (DNS, DHCP, VPNs, TCP/IP, firewalls) Proven experience working within ticketing systems and SLA-driven support environments Strong written and verbal communication skills, with the ability to explain complex technical issues clearly to non-technical users Language Requirements Fluent Portuguese (spoken and written) - Advanced English (spoken and written), essential for internal collaboration and documentation - Working Spanish is highly desirable to support clients across Latin America Desirable (Not Essential) Experience with Azure infrastructure, Intune or endpoint management platforms Exposure to cybersecurity tooling (EDR, MFA, conditional access, email security) Relevant certifications such as Microsoft MS-900, AZ-900, MS-102, AZ-104 or CompTIA Network+ MSP experience or multi-client support background Interest in developing towards 3rd Line, cloud or cyber security specialisms Personal Attributes Customer-focused, patient and empathetic approach Strong analytical and problem-solving skills Well organised, with the ability to manage and prioritise multiple tickets and small projects Eager to learn, develop and take on feedback Comfortable working remotely as part of an international team Confident mentoring and supporting more junior colleagues What Texaport Offers Opportunity to work for a global MSP with international exposure Clear career progression pathways aligned to Texaport’s engineering roadmap Training, mentoring and certification support Collaborative and supportive team culture Competitive local compensation based on experience