Tier 3 Helpdesk Support Specialist

Há 3 dias

Brasília, Distrito Federal, Brasil Sycomp Tempo inteiro
About the Role

Sycomp is seeking a highly skilled and experienced Tier 3 Helpdesk Engineer to join our team. As a key member of our IT support team, you will be responsible for providing expert-level technical support to our global users, troubleshooting complex issues, and collaborating with cross-functional teams to deliver projects on time and within budget.

Key Responsibilities
  • Provide Tier 3 helpdesk support 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 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, 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.
What We Offer

Sycomp offers a dynamic and challenging work environment, with opportunities for professional growth and development. We are committed to providing our employees with the tools and resources they need to succeed in their roles.

Apply today by submitting your resume in English.

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