Support Engineer

Are you passionate about technology and helping people solve IT challenges? Do you enjoy working in a fast-paced, global environment where you can make an impact every day?

We are seeking a Support Engineer to join our Global IT Support team, providing technical assistance to colleagues across the LATAM region and supporting users worldwide through our follow-the-sun support model. In this role, you will be responsible for resolving IT incidents and service requests related to end-user devices, Microsoft 365, identity and access management, VPN connectivity, and core business applications while delivering an exceptional employee support experience.

Key Responsibilities

• Manage and resolve support tickets submitted through Jira Service Management, ensuring timely resolution and consistent communication with end users.
• Provide troubleshooting and support for Windows and Mac devices, Microsoft 365 applications, Teams, Outlook, VPN connectivity, and related end-user technologies.
• Administer identity and access requests within Entra ID and Active Directory, including user account management, group memberships, permissions, and access provisioning.
• Support employee onboarding and offboarding processes in collaboration with HR and Local IT teams, ensuring seamless access management and equipment readiness.
• Meet established SLA and SLO targets through proactive ticket ownership, accurate documentation, and timely status updates.
• Collaborate with Infrastructure, L2 Support, and Local IT teams to escalate, investigate, and resolve complex technical issues.
• Contribute to knowledge management initiatives by creating and maintaining knowledge base articles, troubleshooting guides, and operational runbooks.