Helpdesk Support Specialist

2 semanas atrás

Brasília, Distrito Federal, Brasil Sycomp Tempo inteiro

Job Title: Tier 3 Helpdesk Engineer

Location: Latin America

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 Engineer. This is an internal user support position that requires expertise in troubleshooting and resolving complex technical issues.

Responsibilities:

Tier 3 Helpdesk Support:

  • 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 (10 & 11) 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.

Infrastructure Management:

  • Maintain Sycomp's internal environment, including Entra ID (Azure Active Directory), 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.

Security and Compliance:

  • Participate in team efforts to secure the IT environment, ensuring compliance with industry standards and best practices.
  • Participate in migrating applications to Single Sign-On (SSO).
  • 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.

Automation and Scripting:

  • Leverage PowerShell scripting to automate processes, including onboarding/offboarding procedures.
  • Implement automation solutions to streamline routine maintenance tasks.

Global Helpdesk Management:

  • Work with helpdesk engineers globally, coordinating support activities across the US and APAC regions.
  • Ensure consistent and effective support services worldwide.
  • This will require flexible availability.

Project Guidance:

  • Provide guidance and leadership with the team to execute new IT projects, ensuring alignment with organizational goals.
  • Collaborate with cross-functional teams to deliver projects on time and within budget.

Licensing and Compliance:

  • Help track and manage software licenses, ensuring compliance with vendor agreements.
  • Proactively address licensing needs and assist with solutions to optimize costs.

Qualifications:

  • 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 (Azure Active Directory), Single Sign-On (SSO), 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, such as CrowdStrike, SentinelOne, and Microsoft Defender for Endpoint.
  • Demonstrated knowledge and experience of cloud-based email threat management solutions, such as Proofpoint, Mimecast, and Check Point.
  • Demonstrated ability to technically lead IT projects.
  • Strong problem-solving skills and ability to handle escalated technical issues.
  • Excellent communication and interpersonal skills.

We are looking for a skilled and motivated individual to join our team as a Tier 3 Helpdesk Engineer. If you have the necessary skills and experience, we encourage you to apply.

English Proficiency is Required for this Position. Please submit all resumes in English.

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