Senior Desktop Support / Helpdesk Engineer

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. Following the acquisition of Tooploox, a premier AI and product development company, Solvd now offers true end-to-end delivery—from strategic advisory and solution design to custom AI development and enterprise-scale implementation. Our capability centers combine deep technical expertise, proven delivery methodologies, and sector-specific knowledge to address complex business challenges quickly and effectively. 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. When you join Solvd, you'll… - Shape real-world AI-driven projects across key industries, working with clients from startup innovation to...