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 t

📌 Senior Desktop Support (Colombia)
🏢 Solvd
📍 Colombia