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