Senior Remote IT Support Engineer (Level 3 / Senior / Lead)

Support Adventure; Brasil; Remote; BRL 209,000 - 298,000; Full time

Job summary

Support Adventure is seeking seasoned Level 3 and Senior IT Support Engineers for remote work with international MSP clients, serving as the final escalation for complex issues and guiding infrastructure projects.

You will mentor L1/L2 staff, design architectures, and ensure documentation and SOPs are in place, while delivering high-availability IT support from anywhere with stable internet.

Qualifications

• Extensive hands-on experience in escalation management as the last point of escalation for complex issues.
• Expert understanding of Cloud Architecture & Deployment (Microsoft 365 tenant management, Intune deployments, Entra ID).
• Experience designing and maintaining Windows Server environments (2016-2022) and DNS/DHCP topology.
• Leading migrations from on‑prem to Azure, AWS, or private clouds; managing high-availability clusters (VMware/Hyper-V).
• Advanced configuration of firewalls (Fortinet/SonicWall/Sophos) and cloud networking (Cisco Meraki, Azure VNets, SD-WAN).
• Proficiency in PowerShell or similar tools for automation and bulk deployments.

Responsibilities

• Act as the final escalation point for complex technical hurdles that L1/L2 teams cannot resolve.
• Lead migrations and architect IT infrastructure projects from discovery to implementation.
• Provide architectural guidance for client environments and document technical roadmaps.
• Mentor Level 1 and 2 staff and foster knowledge sharing across the team.
• Create comprehensive documentation and SOPs for the wider team.

Skills

Escalation management

Cloud architecture & deployment

Windows Server administration

DNS/DHCP topology design

Migration planning

Documentation & SOPs

Business English

Mentoring juniors

Tools

Intune

Entra ID (Azure AD)

VMware

Hyper-V

Fortinet

SonicWall

Sophos

Cisco Meraki

Azure Virtual Networks

SD-WAN

PowerShell

Datto

Veeam

Azure

AWS

Job description

Do you dream of working remotely from wherever you want? Do you want to work for a company that understands your needs as an IT Engineer?

Support Adventure offers worldwide remote work opportunities with the freedom to work from anywhere, as long as you have a stable power supply and internet connection. This level of flexibility is a significant benefit of working with Support Adventure. You can live your best life wherever without sacrificing your career trajectory.

Established in 2016, Support Adventure is an IT Support staffing company that provides people the opportunity to live and work in exciting places worldwide while offering tech support online in a location-independent manner.

We are currently seeking seasoned Level 3 and Senior IT Support Engineers to act as technical anchors for our clients' operations. You will work with international MSP clients, serving as the final point of escalation for complex technical issues, leading infrastructure projects, and providing architectural guidance.

Depending on your expertise, you will be working as a Senior Infrastructure Engineer, Systems Architect, or Lead NOC Engineer. You will be joining a team of nearly 200 technicians, providing mentorship to Level 1 and 2 staff, while utilizing the latest industry-standard tools in a 100% remote capacity.

Key Responsibilities & Technical Expertise

Candidates must have extensive, hands-on experience in the following:

• Advanced experience in Escalation Management, as you will be acting as the last point of escalation for complex technical hurdles that L1/L2 teams cannot resolve.
• Expert understanding of Cloud Architecture & Deployment, like high-level Microsoft 365 tenant management, complex Intune deployments, and Entra ID (Azure AD) identity governance.
• Experience with designing and implementing complex IT infrastructure, including designing and maintaining Windows Server environments (2016-2022), advanced Group Policy design, and complex DNS/DHCP topology.
• Leading migrations from on-prem to Azure, AWS, or private clouds, or managing high-availability clusters in VMware or Hyper-V.
• Advanced configuration of firewalls (Fortinet, SonicWall, Sophos) and cloud-based networking (Cisco Meraki, Azure Virtual Networks, SD-WAN).
• Proficiency in PowerShell (or industry-related tools) for task automation, bulk deployments, and RMM scripting to improve efficiency across the board.
• Implementing and testing complex backup and disaster recovery solutions (Datto, Veeam) and ensuring business continuity for high-stakes clients.

The following skills and abilities are also a must:

• A high level of Business English proficiency, both written and verbal, is essential.
• A desire to coach junior technicians and foster a culture of knowledge sharing.
• Ability to translate complex technical roadmaps into business value for stakeholders and non-technical clients.
• Experience leading technical projects from the discovery phase through to implementation and documentation.
• A commitment to creating great documentation and SOPs for the wider team.

What Support Adventure offers:

We offer a competitive wage, in the range of USD$3500-$5000+ monthly, depending on position and experience. Payouts are made in USD, EUR, or GBP.

You will be joining a team of seasoned technicians from all over the world, working remotely with users from various English-speaking countries across the globe.

At Support Adventure we understand the needs and challenges of high-level technicians, why the job can be stressful and aim to place you in an environment where you can thrive. We actively screen and coach clients to create the conditions for a harmonious work-relationship for placements which last for years and satisfy everyone involved.