Desktop Service (remote I)

Desktop ServiceLanguage requirements:LATAM: fluent English plus Portuguese, Spanish and French; Portuguese and Spanish are essential, French is strongly preferred.
Role summaryProvide Level 2 remote support to end users. Resolve escalations from the Service Desk across operating systems, networks, applications and endpoint management, in the user’s language. Meet SLAs and keep unresolved complaints to a minimum.
Key responsibilitiesResolve 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-related 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 as the region requires, keeping them updated on progress and agreed follow-ups.
Required skills and experience5+ years in IT support, with at least 3 years at Level 2.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 (for example LogMeIn, TeamViewer, Nexthink).Working knowledge of ITIL incident, request and problem management.Fluent written and spoken language skills as listed for the location.
PreferredCertifications such as CompTIA A+/Network+, Microsoft MD-102 or AZ-900, ITIL 4 Foundation, CCNA.Experience with macOS management, VMware/Citrix virtual desktops, or insurance or financial-services clients.Experience supporting users across several countries and time zones.