Senior IT Support Engineer - LATAM (cyprus) - Ing308

Senior It Support Engineer

At INGOT, we believe in building high-performing teams where everyone is in the right seat – not just filling a role, but thriving in it. Our approach emphasizes getting the right people in the right positions to drive business growth and success.

Here's what that means for you:

• You'll excel at what you do because you're in a role that aligns with your skills and passion
• You'll be aligned with our core values - High Ethics, Commitment, and Innovation – we're looking for team members who get it, want it, and have the capacity to do it
• We want you to thrive in an environment where your contributions matter, and you can make an impact on our mission.

If you're a high-energy, results-driven professional who's ready to take on a role that matches your expertise and values, we'd love to connect! Check out the details below and see if this is the right fit for you.

Purpose of Role/Summary:

The Senior IT Support Engineer provides advanced technical support across the LATAM region, ensuring continuity of IT services during the evening shift (5 PM – 11 PM). This role involves troubleshooting complex technical issues, managing device compliance, and ensuring secure and efficient use of enterprise tools such as Office 365 and Intune. The ideal candidate will demonstrate deep technical expertise, leadership in escalated support cases, and a proactive approach to improving IT service delivery.

Main Activities and Responsibilities:

• Act as the primary contact for escalated IT support incidents during the LATAM evening shift (5 PM – 11 PM)
• Troubleshoot and resolve advanced technical issues related to hardware, software, and networking across various platforms
• Provide advanced support and administration of Microsoft Office 365, including Exchange Online, SharePoint, Teams, and OneDrive
• Manage and support Microsoft Intune for mobile device and application management, ensuring device compliance and security standards
• Configure, deploy, and maintain user profiles and devices via Intune, including Windows Autopilot setup and policy enforcement
• Respond to system alerts and critical incidents, ensuring timely resolution and minimal disruption to business operations
• Collaborate with global IT teams for shift handovers, project rollouts, and knowledge sharing
• Document all procedures, troubleshooting steps, and technical resolutions in the IT knowledge base
• Mentor junior team members and assist in upskilling the support team where required
• Perform additional duties as required for the role

Required Skills and Experience:

• 4+ years of experience in IT support, with significant experience handling senior-level or escalated issues
• Advanced knowledge and hands-on experience with Office 365 administration, including Teams, SharePoint, and Exchange Online
• Solid experience with Microsoft Intune and modern endpoint management (e.g., policy configuration, device compliance, remote management)
• Strong understanding of Windows and macOS environments, including system imaging and deployment
• Proficiency in networking (TCP/IP, DNS, DHCP, VPNs) and troubleshooting
• Experience using and managing ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Excellent customer service and communication skills in English (Spanish and/or Portuguese is a plus)
• Certifications such as Microsoft 365 Certified: Modern Desktop Administrator Associate or Microsoft Certified: Security, Compliance, and Identity Fundamentals are highly desirable
• Bachelor's degree in Information Technology, Computer Science, or a related field preferred
• Equivalent industry certifications and practical experience may be accepted in lieu of a degree

Further Info:

• Working hours: Flexible shifts (8:00 AM – 5:00 PM or 9:00 AM – 6:00 PM)
• Work setup: Hybrid model (3 days per week in-office)
• Location: Limassol, Cyprus
• Environment: Friendly and collaborative working environment
• Benefits: A competitive compensation package, including great benefits and monthly team-building activities