IT Support Engineer – L2
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Job Description
IT Support Engineer L2 resolving escalated Windows, macOS, and Microsoft 365 issues for managed-services clients. Managing identities, endpoints, onboarding, offboarding, and service-desk escalations across LATAM.
Responsibilities:
- Troubleshoot and resolve escalated end-user incidents across Windows and macOS endpoints, Microsoft 365, Entra ID, Intune, printing, and business applications
- Work tickets through the service desk queue in priority order and within service level objectives
- Keep users informed of status and resolution timelines
- Execute user onboarding, offboarding, and access changes across Entra ID, Active Directory, Microsoft 365, and client line-of-business systems
- Build, image, and deploy endpoints using Intune, Autopilot, or equivalent tooling
- Maintain device compliance with client patching and security baselines
- Determine whether issues are user-facing or infrastructure-level and escalate infrastructure issues to engineering teams with clear troubleshooting details
- Write and maintain knowledge base articles and runbook steps
- Identify recurring incidents and raise problems with sufficient evidence to drive fixes
- Follow client change management procedures for changes affecting more than one user
- Provide clear, patient communication to end users and client contacts through resolution
Requirements:
- 8+ years of IT support or service desk experience with direct end-user responsibility
- Fluency in English is required
- Hands-on troubleshooting of Windows 10 and 11 endpoints and Microsoft 365, including Exchange Online, Teams, SharePoint, and OneDrive
- Experience administering users and devices in Entra ID, Active Directory, and Intune, including Conditional Access and MFA basics
- Familiarity with macOS support and an endpoint management or RMM platform
- Basic networking knowledge covering DNS, DHCP, VPN, and Wi-Fi
- Ability to distinguish network problems from endpoint problems
- Experience using ticketing systems and remote support tools against defined service level objectives
- Clear, patient communication with end users and clean written documentation
- Prior MSP or multi-client experience, ideally supporting several customer environments simultaneously
- Associate's or bachelor's degree in information technology or a related field, or equivalent hands-on experience
- CompTIA A+ or Network+, Microsoft endpoint certifications such as MD-102, or comparable qualifications preferred
- Basic PowerShell scripting for account and device administration preferred
- Exposure to HIPAA, PCI DSS, SOC 2, or TPN compliance-driven environments preferred
Benefits:
- Remote work from home
- Work with a global network operations center
- Defined service level objectives and structured ticketing support
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