Job Description
About the Role
We are actively seeking a talented and motivated individual to join our team as 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
- 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 VPN for secure remote access.
- Experience with Cisco Meraki line of products and Palo Alto Firewalls.
- 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.
- 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, EMEA 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
- Proven experience in a senior 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 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.
Job Tags
Remote job, Worldwide, Flexible hours,