Level 3 Help Desk Engineer - Team Lead

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 a U.S.-based IT services provider supporting companies across infrastructure, desktop support, applications, and managed help desk services. They also specialize in Microsoft Dynamics 365, financial applications, data warehousing, Power BI, and analytics solutions. Their clients include manufacturing companies with operations across the U.S. and globally, and their team provides remote technology support while assisting with on-site needs when required.

About the Role:

We’re hiring a Level 3 Help Desk Engineer / Team Lead to provide advanced technical support for manufacturing-site users in Brazil while collaborating with a U.S.-based Help Desk team. This is a senior escalation role where you’ll resolve complex technical issues, perform root-cause analysis, and support users across cloud infrastructure, Microsoft 365, networking, and enterprise systems. The role is ideal for someone with strong technical expertise, excellent communication skills, and the potential to grow into a team leadership position.

What You’ll Do:

• Serve as a Level 3 escalation point for complex help desk, desktop, infrastructure, and networking issues.
• Troubleshoot and resolve advanced technical incidents beyond standard documentation and first-line support.
• Perform root-cause analysis and recommend preventative solutions for recurring issues.
• Support users across Azure, cloud infrastructure, Microsoft 365, Active Directory, networking, telephony, virtualization, and related technologies.
• Communicate technical solutions clearly to users with different levels of technical knowledge.
• Manage tickets through resolution while following SLAs, support processes, and documentation standards.
• Review ticket trends and identify recurring issues and improvement opportunities.
• Collaborate with Help Desk leads and team members to improve workflows and service delivery.
• Provide remote support to users in Brazil and occasionally travel onsite when required.
• Potentially grow into a team lead role supporting lower-level Help Desk resources.

Must-Have Requirements:

• Proven experience in a Level 3, Tier 3, senior support, escalation, or equivalent Help Desk role.
• Experience handling complex technical incidents, troubleshooting, and root-cause analysis.
• Strong experience with Azure and cloud infrastructure.
• Experience with Microsoft 365, Active Directory, desktop support, networking, and infrastructure environments.
• Experience supporting external clients, ideally within an MSP, IT services provider, or consulting environment.
• Native Portuguese and fluent English, with the ability to communicate technical concepts clearly.
• Strong written and verbal communication skills.
• Ability to work with users across different technical levels and seniority.
• Proactive, solution-oriented mindset with strong ownership of ticket resolution.

Nice to Have:

• Team lead experience or potential to grow into a leadership role.
• Experience with VMware, virtualization, telephony, and server environments.
• Exposure to Microsoft Dynamics 365, especially 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:

• Compensation: $2,000 to $3,000 USD.
• Remote-first role with occasional onsite client support as needed (Paraná/São Paulo area).
• Company-provided laptop.
• Opportunity to grow into a leadership role within a global IT support environment.

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