2nd Line IT Support, Project Engineer
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Job Description
2nd Line Support Engineer providing escalated technical support across multiple regions for a global MSP. Assisting clients in North and South America with complex incidents and service requests.
Responsibilities:
- Agir como ponto de escalonamento para engenheiros de 1ª linha, assumindo a propriedade de tickets complexos até a resolução
- Diagnosticar e resolver problemas intermediários a avançados em Windows, Microsoft 365, Azure / Entra ID, redes e tecnologias de endpoint
- Gerenciar tickets através do service desk, garantindo comunicação regular, documentação precisa e resolução dentro dos SLAs acordados
- Escalar adequadamente para equipes de 3ª linha e especializadas, fornecendo diagnósticos claros, etapas de solução de problemas e evidências de apoio
- Administrar locatários do Microsoft 365, incluindo Exchange Online, SharePoint, Teams e Intune
- Gerenciar identidades de usuários, grupos, permissões e licenciamento no Entra ID / Active Directory
- Assistir, configurar e solucionar componentes de rede como firewalls, switches, pontos de acesso sem fio e VPNs
- Criar e manter documentação técnica detalhada, runbooks e artigos de base de conhecimento
Requirements:
- 3+ anos de experiência em suporte de TI, com pelo menos 1 ano em nível 2 ou equivalente
- Forte experiência em suporte a ambientes Windows
- Experiência prática em administração do Microsoft 365 e Entra ID / Active Directory
- Sólido entendimento dos fundamentos de rede (DNS, DHCP, VPNs, TCP/IP, firewalls)
- Experiência comprovada em trabalhar em sistemas de tickets e ambientes de suporte orientados a SLA
- Fortes habilidades de comunicação escrita e verbal em português e inglês, com a capacidade de explicar questões técnicas complexas para usuários não técnicos
- Espanhol é altamente desejável para atender clientes na América Latina
Benefits:
- Oportunidade de trabalhar para um MSP global com exposição internacional
- Caminhos claros de progressão de carreira alinhados ao roadmap de engenharia da Texaport
- Suporte para treinamento, mentoria e certificação
- Cultura de equipe colaborativa e solidária
- Compensação local competitiva com base na experiência
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