[Hiring] Senior Desktop Support / Helpdesk Engineer @Solvd

Role 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.

Responsibilities

• 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.

Qualifications

• 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.

Benefits

• Shape real-world AI-driven projects across key industries, working with clients from startup innovation to enterprise transformation.
• Be part of a global team with equal opportunities for collaboration across continents and cultures.
• Thrive in an inclusive environment that prioritizes continuous learning, innovation, and ethical AI standards.

Company Description

Solvd Inc. is a rapidly growing AI-native consulting and technology services firm delivering enterprise transformation across cloud, data, software engineering, and artificial intelligence. We work with industry-leading organizations to design, build, and operationalize technology solutions that drive measurable business outcomes.