Remote Desktop Support Specialist (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.