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