IT Support Engineer L2
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Summary
Second-line IT support engineer at managed-services provider ITTConnect, working remotely from anywhere in LATAM for US clients. Day to day: resolving escalated Windows/macOS, Microsoft 365, Entra ID, and Intune issues via a ticketing system, handling onboarding/offboarding, and documenting fixes against SLAs.
This is a remote position.
ITTConnect is seeking an IT Support Engineer Level 2 to work remotely for a client in the US.
Job location: Remote, work from home, anywhere in LATAM.
The IT Support Engineer is a hands-on technical support role in our Managed Services team. You will be the second line of support for our clients' end users: resolving the desktop, identity, application, and collaboration issues that first-line triage cannot close, handling onboarding and offboarding, and handing problems to the infrastructure or network teams with the detail they need to act. You will work from our ticketing system against defined service level objectives, supported by a global network operations center that handles first-line monitoring and intake.
Our clients run Microsoft 365, Entra ID, and Intune almost universally, alongside Windows and macOS endpoints and a mix of line-of-business applications. We do not expect you to know every application across our client base, but we do expect real depth in Windows and Microsoft 365 troubleshooting and the discipline to document what you fix.
Key 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, keeping 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, and keep devices compliant with client patching and security baselines.
- Diagnose whether an issue is user-facing or infrastructure-level, and escalate to engineering teams with clear troubleshooting detail when it is the latter.
- Write and maintain knowledge base articles and runbook steps so repeat issues get resolved faster next time.
- Spot recurring incidents and raise them as problems with enough evidence to drive a fix.
- Follow client change management procedures for any change that affects more than one user.
- Give end users and client contacts clear, patient communication from first contact through resolution.
Requirements
- 8+ years of IT support or service desk roles with direct end-user responsibility.
- MUST BE fluent in English
- Hands-on troubleshooting of Windows 10 and 11 endpoints and Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) in a business environment.
- Working experience administering users and devices in Entra ID, Active Directory, and Intune, including Conditional Access and MFA basics.
- Familiarity with macOS support and with an endpoint management or RMM platform.
- Basic networking literacy covering DNS, DHCP, VPN, and Wi-Fi, and the ability to tell a network problem from an endpoint problem.
- Experience working from a ticketing system and remote support tooling against defined service level objectives.
- Clear, patient communication with end users and clean written documentation.
- Prior MSP or other multi-client experience, ideally supporting several customer environments at once.
- Associate's or bachelor's degree in information technology or a related field, or equivalent hands-on experience.
Preferred Qualifications:
- CompTIA A+ or Network+, or Microsoft endpoint certifications such as MD-102, or comparable.
- Basic PowerShell scripting for account and device administration.
- Exposure to compliance-driven environments such as HIPAA, PCI DSS, SOC 2, or TPN.