Senior Desktop Support / Helpdesk Engineer

This is a fully remote position, open to applicants in Argentina, +3 more countries.

📋 Description

• Take charge of the daily technology experience for Solvd employees from the onboarding process to offboarding.

• Provide support and manage macOS devices and Windows machines, which includes provisioning, patching, operating system upgrades, and troubleshooting.

• Assess and choose the next Mobile Device Management (MDM) solution and lead the transition from Microsoft Intune, including configuration profiles, re-enrollment, and communication with employees.

• Execute zero-touch deployment via Apple Business Manager and Automated Device Enrollment.

• Implement and monitor security baselines such as FileVault, OS update policies, firewalls, and endpoint protection.

• Manage hardware lifecycle across various regions, encompassing purchasing, inventory control, shipping, repairs, device recovery, and secure disposal.

• Oversee Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and licensing management.

• Handle user and group management as well as access in Microsoft Entra ID, including Multi-Factor Authentication (MFA), Conditional Access, and Single Sign-On (SSO).

• Create and maintain SSO and SCIM integrations for automated provisioning and de-provisioning of access.

• Manage core SaaS tools and maintain an updated inventory of applications, their owners, and licenses.

• Minimize unused licenses, shadow IT, and access drift.

• Serve as a senior escalation point for complex issues related to hardware, software, network, and access.

• Oversee the end-to-end onboarding and offboarding processes.

• Manage the ticket queue across different time zones to ensure service levels are met.

• Mentor junior support staff members.

• Create knowledge base articles and self-service guides.

• Automate routine tasks using Bash/zsh, Python, PowerShell, and low-code workflow tools.

• Assist in security and compliance efforts through access reviews, audit evidence, and policy implementation.

• Analyze ticket trends and identify root causes.

⛳️ Requirements

• Minimum of 5 years of experience in desktop support, helpdesk, or IT operations.

• At least 2 years of experience at a senior or escalation level.

• Expert-level support for macOS, including configuration profiles, Apple Business Manager, and Automated Device Enrollment.

• Hands-on experience with a Mac MDM platform such as Jamf Pro, JumpCloud, Fleet, Kandji, or Intune.

• Strong administration skills in Microsoft 365 and Entra ID, including MFA, Conditional Access, and licensing management.

• Experience working in a SaaS-heavy, cloud-first environment.

• Familiarity with SSO using SAML/OIDC and SCIM provisioning.

• Scripting experience in Bash/zsh; knowledge of Python or PowerShell is an advantage.

• Proven experience in supporting a remote, international workforce across multiple time zones, including handling hardware logistics.

• Proficient in both written and spoken English.

• Ability to convey technical issues to non-technical colleagues clearly.

• Strong documentation habits with a focus on process improvement.

• Preferred: experience in leading an MDM migration or conducting platform evaluations.

• Preferred: certifications from Apple or Jamf.

• Preferred: Microsoft MS-102 or MD-102 certifications.

• Preferred: experience with ITSM tools such as Jira Service Management, Freshservice, or Zendesk.

• Preferred: familiarity with CrowdStrike, SentinelOne, or Microsoft Defender for Endpoint.

• Preferred: exposure to ISO 27001, SOC 2, or CIS benchmarks.

🏝️ Benefits

• An equal opportunity employer.

• Opportunities for continuous learning.

• Collaboration across various continents and cultures.

• An inclusive work environment.

• Chance to work on real-world AI-driven projects.

• Opportunity to advocate for responsible AI and grow alongside the company.