2nd Line Support & Project Engineer

(São Paulo)

Full-time | Remote, Home-based (São Paulo)
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Job description

About Texaport

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.

 

Job Requirements

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.

 

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



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

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

 

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

 

Practical requirements

  • A home office or suitable working environment

  • A stable internet connection suitable for remote support, voice calls and video meetings

 

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

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