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
Apply To This Job
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
Apply To This Job