Provides second-line remote IT support for client end users, resolving escalated Windows, macOS, Microsoft 365, identity, Intune, application, printing, and collaboration issues. Manages onboarding, offboarding, access changes, endpoint deployment, patching, and security compliance. Works within ticket priorities and service-level objectives, documents solutions, creates knowledge articles, identifies recurring problems, and escalates infrastructure issues with detailed troubleshooting information.
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.
Similar Jobs
Information Technology
Monitors managed-services technologies, provides tier-1 customer and help-desk support, investigates incidents, documents issues, escalates problems, analyzes operational data, and improves support processes. The role requires collaboration with customers, suppliers, engineers, and internal teams while meeting service-level and security requirements. Work occurs within a 24/7 operation and includes overnight shifts, weekends, holidays, and possible overtime.
Top Skills:
AutomateHeatMS OfficeNimsoft Unified ManagementRemedySciencelogicService Desk ExpressServicenow
Information Technology
Develop and execute territory sales strategies to identify and expand enterprise business opportunities. Manage opportunity pipelines, forecasts, proposals, RFP/RFI presentations, contract licensing, and customer relationships. Partner with sales and solutions teams, mentor sales personnel, differentiate software offerings, support pricing and configuration, and conduct training to increase bookings. The role requires technology sales experience, market knowledge, strong negotiation and communication skills, and travel up to 25%.
Top Skills:
AIForecasting ToolsIt Asset Management (Itam)Software Solutions
Artificial Intelligence • Big Data • Cloud • Information Technology • Software • Big Data Analytics • Automation
Supports the General Counsel, Legal Leadership Team, CFO, and CEO’s Executive Assistant while managing Board of Directors logistics. Responsibilities include complex calendar and travel coordination, executive meetings, offsites, events, venues, hotels, vendors, contracts, budgets, virtual meeting arrangements, and confidential information. The role requires proactive problem-solving, strong relationships, process improvement, and regular in-office presence in Boston, with occasional evening or weekend support.
Top Skills:
Microsoft 365Outlook
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
