Job Summary

Provide 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 Responsibilities

- Resolve 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.

Skill Requirements

- Resolve 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.

Must Have Skill

Microsoft Windows,MS Remote Desktop Services (RDS),Touch Services,Video/Telepresence - Others

Good to Have Skill

Other Requirements

Language requirements:

- Canada: fluent English and French

- LATAM: fluent English plus Portuguese, Spanish and French; Portuguese and Spanish are essential, French is strongly preferred

📌 SeniorAdministrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services (Bogotá)
🏢 HCLTech
📍 Bogotá