Job Title: Tier 3 Helpdesk Engineer Location: Latin America Sycomp is a leading organization dedicated to delivering innovative IT solutions. We are actively seeking a talented and motivated individual to join our team as Tier 3 Helpdesk Engineer. This is an internal user support position. The chosen candidate will also play a role in maintaining and optimizing our IT infrastructure. If you are a dynamic IT professional seeking a challenging and rewarding role that combines Tier 3 helpdesk support and systems engineering, and you are excited about contributing to Sycomp's global success, we invite you to apply. Responsibilities: Tier 3 Helpdesk Support: Remotely serves as the primary point of contact for escalated technical issues, delivering expert troubleshooting and resolution for our global on-premises and remote users. Support of 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. CrowdStrike, SentinelOne, Microsoft Defender for Endpoint, etc. Demonstrated knowledge and experience of cloud-based email threat management solutions. Proofpoint, Mimecast, Check Point, etc. Demonstrated ability to technically lead IT projects. Strong problem-solving skills and ability to handle escalated technical issues. Excellent communication and interpersonal skills. Join us in shaping the future of our IT infrastructure and providing premier support to our internal users. Apply today by replying to this post with your resume in English . ENGLISH PROFICIENCY IS REQUIRED FOR THIS POSITION. PLEASE SUBMIT ALL RESUMES IN ENGLISH. ALL NON-ENGLISH RESUMES WILL BE IMMEDIATELY REJECTED.
