Senior Service Desk and Project Engineer – LATAM

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Take ownership of intricate third-line incidents and service requests escalated from L1 and L2 across various cloud services, identity, servers, networks, endpoints, and integrations.

• Lead technical investigations during major incidents, ensuring safe restoration of services and coordinating support from specialists or suppliers.

• Adhere to client SLAs and Zazz escalation procedures, promptly escalating any blockers and service risks.

• Analyze recurring issues through Problem Management and implement permanent solutions via approved changes.

• Keep accurate HaloPSA records and verify outcomes prior to resolution and project closure.

• Mentor L1 and L2 engineers and create reusable troubleshooting documentation.

• Oversee assigned IT projects from inception to completion, contributing to PMO practices utilizing HaloPSA.

• Establish objectives, scope, deliverables, assumptions, exclusions, and acceptance criteria in collaboration with clients and stakeholders.

• Maintain project plans, including tasks, milestones, dependencies, budgets, costs, risks, issues, decisions, and delivery status.

• Organize resources and coordinate efforts among engineers, suppliers, and client teams.

• Manage scope changes, provide client updates, and prepare weekly internal reports.

• Conclude projects with client acceptance, reconciled time and costs, lessons learned, and operational handover.

• Evaluate client environments and convert requirements into technical designs and implementation plans.

• Facilitate client onboarding, migrations, infrastructure upgrades, and service enhancements across Microsoft 365, identity, cloud, networking, endpoint management, monitoring, and backup environments.

• Prepare and implement approved changes, complete with risk assessments, implementation, testing, rollback plans, and maintenance windows.

• Configure and validate solutions, troubleshoot implementation challenges, coordinate user acceptance testing, and assist with go-live stabilization.

• Create configuration records, diagrams, operating procedures, and support documentation in IT Glue and other approved systems.

• Transfer monitoring, access, support ownership, and outstanding actions to the service desk.

• Implement least privilege principles, secure credential handling, and adhere to client security requirements.

• Coordinate security incidents with relevant specialists.

• Identify out-of-scope tasks and commercial opportunities, secure expenditure approvals, and accurately document chargeable and non-chargeable time.

⛳️ Requirements

• Demonstrated experience in third-line support or senior infrastructure engineering within an MSP or similar environment, managing multiple clients, systems, and business priorities.

• Strong practical expertise in Microsoft 365, Microsoft Entra ID, Active Directory, Windows Server, identity and access management, and endpoint administration.

• Advanced troubleshooting skills across DNS, DHCP, TCP/IP, switching, routing, firewalls, VPNs, and wireless networks.

• Hands-on experience with cloud infrastructure, preferably Microsoft Azure, as well as virtualization, backup, recovery, monitoring, and security controls.

• Proven track record in delivering IT projects with responsibility for plans, budgets, milestones, dependencies, risks, stakeholder updates, and client acceptance.

• Solid IT service management knowledge, including Incident, Request, Problem, and Change Management, SLA management, and structured escalation processes.

• Familiarity with PSA or ITSM tools, remote monitoring and management solutions, and documentation platforms.

• Ability to maintain accurate ticket, project, and time records.

• Excellent client communication skills, sound technical judgment, capacity to manage competing demands, mentor colleagues, and explain risks and options to non-technical stakeholders.

• Experience with HaloPSA, NinjaOne, Huntress, IT Glue, Keeper, Addigy, or Druva is advantageous.

• Familiarity with Google Workspace, Apple environments, AWS, or Google Cloud is a plus.

• Desirable experience in PowerShell scripting, repeatable deployment methods, and automation.

• ITIL, Microsoft, cloud, or networking certifications, along with PRINCE2, APM, or PMP certification, are preferred.

• Experience supporting regulated clients and handling security remediation, as well as managing projects involving third-party suppliers or geographically distributed teams, is a plus.

🏝️ Benefits

• Opportunity for remote work.

• Dedicated project delivery time established with management.

• Valued ITIL, Microsoft, cloud, or networking qualifications.

• Valued PRINCE2, APM, or PMP certification.

• Relevant practical experience is equally recognized.