Remote Desktop Support Engineer (Level 2)

About the role

This remote Level 2 Desktop Service role provides second-line support to end users, resolving escalations from the Service Desk across operating systems, networks, applications and endpoint management in the user's language. The post holder must meet SLAs and keep unresolved complaints to a minimum.

Key responsibilities

• Resolve Level 2 incidents and service requests escalated from the Service Desk within SLA.
• Troubleshoot Windows 10/11, macOS, iOS and Android devices remotely.
• Diagnose network and connectivity issues: LAN/WAN, Wi-Fi, VPN, DNS/DHCP, TCP/IP and proxy/firewall access.
• Manage endpoints and identities: Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA and access provisioning.
• Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive, SharePoint) and business applications, including installs and packaging requests.
• Escalate to Field Services, Network or Engineering teams with full diagnostics and follow tickets through to closure.
• Document fixes and maintain knowledge-base articles, including in local languages, to raise first-contact resolution.
• Communicate clearly with users in English, French, Spanish or Portuguese depending on the region, keeping them updated on progress and follow-ups.

Required profile

• 5+ years in IT support, with at least 3 years at Level 2.
• Fluent written and spoken English, plus Portuguese, Spanish and French for LATAM roles (Portuguese and Spanish essential, French strongly preferred).
• Preferred: experience supporting users across several countries and time zones.

Required skills

• Strong Windows OS, Microsoft 365 and Active Directory/Entra ID skills.
• Solid networking fundamentals: TCP/IP, DNS, DHCP, VPN, LAN/WAN and wireless.
• Experience with ITSM tools (ServiceNow preferred) and remote support tools (e.g. LogMeIn, TeamViewer, Nexthink).
• Working knowledge of ITIL incident, request and problem management.
• Preferred certifications: CompTIA A+/Network+, Microsoft MD-102 or AZ-900, ITIL 4 Foundation, CCNA.
• Preferred: macOS management, VMware/Citrix virtual desktops, or insurance or financial-services client experience.