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Descripción del empleo
Position Summary: The IT Engineer level III supports the helpdesk team on their day-to-day activities while also leading projects and engineering tasks. The engineer also ensures ongoing efforts to meet optimal solutions to client’s helpdesk requests are fulfilled.
Essential Responsibilities:
- Provide internal and external remote helpdesk support for escalated and assigned tickets covering Microsoft 365 services, Entra ID integration, network infrastructure, and endpoint hardware/software (Tier 3 level support)
- Perform advanced troubleshooting of endpoint issues, network services (switches, firewalls, access points), while managing and maintaining Intune device compliance, configuration profiles, and conditional access policies
- Ensure optimal system and service performance through proactive monitoring and maintenance of on-premises infrastructure, Microsoft 365 tenant configuration, identity protection, and security frameworks;
- Lead technical onboarding for new clients including network infrastructure setup, Entra ID configuration, implementing security baselines, and endpoint management policies;
- Execute infrastructure migrations including server migrations, tenant-to-tenant transitions, and new environment configurations;
- Provide technical guidance and training to helpdesk technicians on traditional IT support, Microsoft 365 administration, endpoint management, and security best practices;
- Review and maintain standard operating procedures for IT infrastructure, cloud services, identity management, and security protocols; and
- Perform other duties, as assigned.
Qualifications and Requirements:
- 7+ years of IT services experience in a corporate or consultative environment.
- Bachelor's degree preferred, or equivalent work experience.
- Bilingual in English/Spanish, both oral and written, is highly preferred.
- Microsoft 365 Certified: Enterprise Administrator Expert, or equivalent experience. Additional certifications like Azure Administrator or Security+ preferred.
- Advanced knowledge of Microsoft 365 administration, ITSM platforms, cloud backup solutions, and enterprise support ticketing systems.
- Proficient knowledge of endpoint management, network infrastructure, security solutions, and firewall configuration/troubleshooting. Experience teaching technical skills.
- Expert knowledge of Microsoft 365 services, Entra ID, Intune, Windows Server, networking, cloud-based communications platforms, and virtual infrastructure.
- Proficient knowledge of Linux systems, network monitoring tools, endpoint management platforms, cloud identity solutions (Okta), and enterprise security tools.
- Strong technical, analytical, interpersonal, communication, and team leadership skills with the ability to communicate technical issues to technical and non-technical audiences. Ability to build and nurture long term relationships.
- Proven track record of driving decisions collaboratively, resolving conflict and ensuring follow through with exceptional verbal and written communication.
- Excellent customer service and time management skills. Demonstrated written, verbal, and problem-solving skills, with the ability to be agile and adapt quickly.
- Ability to motivate, inspire, and lead teams.
- Driven self-starter who works effectively and efficiently in a collaborative team environment.
- Ability to effectively manage priorities in a fast-paced office environment, demonstrating a flexible approach with short deadlines.
- May experience prolonged periods sitting at a desk.
- Occasional local travel may be required.
Please be sure to respond in English and include your salary expectations.