Posted today
Level 3 Help Desk Engineer
Remote (Brazil-based)
Compensation in USD
Full-time, Brazil business hours aligned with Eastern Time, Contractor
Tech Stack: Azure, cloud infrastructure, Microsoft 365, Active Directory, D365, VMware, networking, telephony, Autotask
At Near, we connect top talent in Latin America with exciting remote opportunities at U.S.-based companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
About the Company:
Our client is an IT services provider supporting U.S.-based clients across infrastructure, desktop support, applications, and managed help desk services. They also help companies implement Microsoft Dynamics 365, financial applications, data warehousing, Power BI, and analytics solutions.
Their clients include manufacturing companies with facilities across the U.S. and globally, including Brazil. The team supports client technology environments remotely while providing occasional on-site support when needed.
About the Role:
We’re looking for a Level 3 Help Desk Engineer / Team Lead to provide advanced technical support for manufacturing-site users in Brazil and collaborate closely with a U.S.-based Help Desk team.
You will serve as an escalation point for Level 1 and Level 2 support issues, resolve complex technical incidents, and communicate directly with clients in both Portuguese and English. This role may grow into a team lead position supporting Help Desk resources in the U.S.
You Will:
Serve as a Level 3 escalation point for complex help desk, desktop, infrastructure, and networking issues.
Troubleshoot, diagnose, and resolve incidents that cannot be addressed through standard documentation or first-line support.
Perform root-cause analysis and recommend preventative actions for recurring issues.
Support end users across desktop support, Microsoft 365, Active Directory, cloud infrastructure, networking, telephony, virtualization, and related technologies.
Communicate clearly with users at different technical and organizational levels in Portuguese and English.
Manage tickets through resolution while meeting SLAs, support processes, and documentation standards.
Review ticket history and identify recurring support issues, risks, and improvement opportunities.
Collaborate with Help Desk leads and team members on workflows, processes, goals, and service improvements.
Provide remote support to users in Brazil and occasionally travel on-site to client facilities when required.
Potentially grow into a team lead role and support lower-level Help Desk resources over time.
About You:
Your Background:
Proven experience in a Level 3, Tier 3, senior support, escalation, or equivalent Help Desk role.
Experience handling complex incidents involving troubleshooting, root-cause analysis, and resolution ownership.
Strong experience with Azure and cloud infrastructure. This is a must-have.
Experience with Microsoft 365, Active Directory, desktop support, networking, and infrastructure support.
Experience supporting external clients, ideally at an MSP, IT services provider, or consulting environment.
Native Portuguese and fluent English, with the ability to clearly explain technical issues and solutions to non-technical users.
Strong written and verbal communication skills.
Comfortable working with users at different levels of technical knowledge and seniority.
Proactive, solution-oriented, and able to identify opportunities to improve support processes.
Strong ownership mindset, with consistent follow-through until tickets are closed.
Nice to Have:
Team lead experience or demonstrated potential to grow into a leadership role.
Experience with VMware, virtualization, telephony, and on-premise or cloud server environments.
Exposure to Microsoft Dynamics 365, particularly Finance and Operations.
Familiarity with ITIL practices.
ITIL, Microsoft, VMware, CompTIA Security+, CySA+, or related certifications.
Experience supporting manufacturing environments or distributed global teams.
Ability to travel occasionally to client sites within approximately two hours of Paraná State.
Compensation & Benefits:
Remote-first role, with occasional on-site client support as needed.
Company-provided laptop.