Tier 3 Helpdesk Support Specialist

Há 4 dias

Brasília, Distrito Federal, Brasil Sycomp Tempo inteiro
Tier 3 Helpdesk Support Role

Sycomp is a leading organization dedicated to delivering innovative IT solutions. We are seeking a talented and motivated individual to join our team as a Tier 3 Helpdesk Support Specialist.

Key Responsibilities:
  • Remotely serve as the primary point of contact for escalated technical issues, delivering expert troubleshooting and resolution for our global on-premises and remote users.
  • Support a world-wide team of Microsoft Windows and MacOS laptop users, as well as mobile devices, both Android and iOS.
  • Efficiently manage helpdesk ticket queues, ensuring timely and effective issue resolution.
  • Collaborate with Tier 1 and Tier 2 support teams to enhance overall support efficiency.
  • Maintain Sycomp's internal environment, including Entra ID, on-premises Active Directory, and supporting infrastructure servers and appliances.
  • Implement and manage Azure Virtual Desktop Infrastructure (VDI) solutions.
  • Administer and troubleshoot Microsoft Intune and JAMF Pro MDM environments.
  • Administer Cisco VPN for secure remote access.
  • Participate in team efforts to secure the IT environment, ensuring compliance with industry standards and best practices.
  • Conduct regular security audits and implement necessary measures to address vulnerabilities in our Microsoft cloud and on-premises environments.
  • Participate in maintaining our threat detection/protection environment – email, endpoint, and edge.
  • Leverage PowerShell scripting to automate processes, including onboarding/offboarding procedures.
  • Implement automation solutions to streamline routine maintenance tasks.
Requirements:
  • Bachelor's degree in information technology, Computer Science, or related industry experience.
  • Proven experience in a Tier 3 helpdesk support role.
  • Proven experience with end-user support, both in-office and remote users.
  • Comprehensive experience with management and support of everything Microsoft 365, including Exchange, SharePoint, and Teams.
  • Experience with Entra ID, Single Sign-On, and Azure VDI.
  • Experience onboarding and migrating applications to SSO.
  • Experience with Cisco VPN and network security.
  • Demonstrated knowledge in PowerShell scripting.
  • Demonstrated knowledge and experience with device threat management solutions.
  • Demonstrated knowledge and experience of cloud-based email threat management solutions.
  • Demonstrated ability to technically lead IT projects.
  • Strong problem-solving skills and ability to handle escalated technical issues.
  • Excellent communication and interpersonal skills.

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