Senior Desktop Support / Helpdesk Engineer

Solvd, Inc.; Brasil; Remote; BRL 120,000 - 190,000; Full time

Job summary

Solvd, Inc. is seeking a Senior Desktop Support / Helpdesk Engineer to own the employee technology experience, from first login to offboarding.

You will act as the senior escalation point for end-user issues and lead the Mac-heavy fleet, with migration planning for Intune replacement and identity management across Microsoft 365. You will automate fixes, document solutions, and drive zero-touch deployment for remote hires, while enforcing security baselines and managing hardware lifecycle across

Qualifications

• 5+ years in desktop support, helpdesk, or IT operations including at least 2 years at senior or escalation level.

Responsibilities

• Mac-first fleet management across macOS and Windows devices with deployment and lifecycle duties.

Skills

macOS support

MDM administration

MS 365 & Entra ID

Scripting Bash/zsh

PowerShell

customer-focused escalation

remote work across time zones

documentation & knowledge base

Tools

Jamf Pro

JumpCloud

Fleet

Kandji

Intune

Jira Service Management

Freshservice

Zendesk

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.