Senior Desktop Support / Helpdesk Engineer

Solvd, Inc.; Argentina; Remote; ARS 92,724,000 - 139,086,000; Full time

Benefits offered by this job

Remote work

Job summary

Solvd, Inc. is seeking a Senior Desktop Support / Helpdesk Engineer to own the employee technology experience across Mac-heavy devices.

You will be the senior escalation point for end-user issues and lead for our Mac fleet lifecycle, including deployment, security baselines, and asset management. You will drive migrations to new MDM, manage Microsoft 365 identities, and secure access across a SaaS-heavy stack.

Qualifications

• 5+ years in desktop support or IT operations, with senior/escalation experience.
• Expert macOS support with Apple Business Manager and ADE.
• Hands-on Mac MDM administration experience.
• Strong MS 365 and Entra ID administration including MFA and CA.
• Experience in SaaS-heavy, cloud-first environments with SSO/SCIM.
• Proficient in Bash/zsh; Python or PowerShell is a plus.
• Experience supporting remote international teams across time zones.

Responsibilities

• Lead Mac-first fleet management including provisioning and lifecycle.
• Evaluate and migrate MDM solution and manage migration from Intune.
• Administer Microsoft 365, Entra ID, MFA, CA, and SSO.
• Maintain SaaS inventory, licenses, and access controls.
• Own onboarding/offboarding end-to-end and improve ticket handling.
• Document fixes, write knowledge articles, and automate repetitive tasks.

Skills

Mac OS X support

MDM administration

Scripting (Bash/Python/PowerShell)

Microsoft 365 / Entra ID

SaaS administration

IT security basics

Tools

Jamf Pro

JumpCloud

Intune

Kandji

SSO/SCIM

Job description

We are looking for a Senior Desktop Support / Helpdesk Engineer to own the everyday technology experience for Solvd’s employees — from a new hire’s first login to the day a leaver hands back their laptop. You’ll be the senior escalation point for end-user issues and the hands-on lead for our Mac-heavy fleet.

You’ll also play a key role in two active projects: selecting and migrating to Intune’s replacement, and tightening how we manage identity, access, and SaaS apps across Microsoft 365. We want someone who fixes problems fast — then automates and documents the fix so it stays fixed.

What you’ll do

Mac-first fleet management

• Support and administer macOS devices plus a smaller number of Windows machines — provisioning, patching, OS upgrades, and break/fix.
• Help evaluate and select our next MDM (Jamf, JumpCloud, and Fleet are on the shortlist), then lead the migration from Microsoft Intune including configuration profiles, re-enrollment, and employee communication.
• Run zero-touch deployment through Apple Business Manager and Automated Device Enrollment so remote hires get a ready-to-use laptop on day one.
• Enforce and report on security baselines — FileVault, OS update policy, firewall, and endpoint protection.
• Own the hardware lifecycle across regions: purchasing, inventory, shipping, repairs, device recovery, and secure disposal.

Microsoft 365 & identity

• Administer Microsoft 365 — Exchange Online, Teams, SharePoint, OneDrive, and licensing.
• Manage users, groups, and access in Microsoft Entra ID including MFA, Conditional Access, and SSO.
• Build and maintain SSO and SCIM integrations so access is granted and removed automatically.

SaaS stack

• Administer core SaaS tools and maintain an up-to-date inventory of apps, owners, and licenses.
• Cut unused licenses, shadow IT, and access drift.

Helpdesk leadership

• Act as the senior escalation point for complex hardware, software, network, and access issues.
• Own onboarding and offboarding end to end — new hires productive immediately, leavers losing access the same day.
• Manage the ticket queue across time zones, help set and meet service levels, and mentor junior support staff.
• Write knowledge base articles and self-service guides that reduce repeat tickets.

Automation & improvement

• Automate routine work with Bash/zsh, Python, or PowerShell and low-code workflow tools.
• Support security and compliance work with the IT & Security Manager — access reviews, audit evidence, and policy rollout.
• Use ticket trends to find and fix root causes rather than just close tickets.

Required skills & experience

• 5+ years in desktop support, helpdesk, or IT operations including at least 2 years at senior or escalation level.
• Expert-level macOS support — configuration profiles, Apple Business Manager, and Automated Device Enrollment.
• Hands-on administration of a Mac MDM platform — Jamf Pro, JumpCloud, Fleet, Kandji, or Intune.
• Strong Microsoft 365 and Entra ID administration — MFA, Conditional Access, and licensing.
• Experience in a SaaS-heavy, cloud-first company including SSO (SAML/OIDC) and SCIM provisioning.
• Scripting in Bash/zsh — Python or PowerShell is a plus.
• Experience supporting a remote, international workforce across multiple time zones including hardware logistics.
• Clear written and spoken English with the patience to explain technical issues to non-technical colleagues.
• A habit of documenting and improving processes, not just closing tickets.

Preferred qualifications

• Experience leading an MDM migration — especially from Intune to Jamf, JumpCloud, or Fleet — or running a platform evaluation.
• Apple or Jamf certifications — Apple Device Support, Jamf CCT/CCA, or similar.
• Microsoft certifications — MS-102 (Microsoft 365 Administrator) or MD-102 (Endpoint Administrator).
• Experience with ITSM tools such as Jira Service Management, Freshservice, or Zendesk.
• Familiarity with endpoint security tools — CrowdStrike, SentinelOne, or Microsoft Defender for Endpoint.
• Exposure to security frameworks such as ISO 27001, SOC 2, or CIS benchmarks.