Sycomp is a leading global systems integrator/value added reseller of enterprise technology products and servicesglobally, and has an immediate opening for a IT Operations Manager and Tier 3 Systems Engineer. 100% ENGLISH PROFICIENCY IS REQUIRED FOR THIS POSITION. PLEASE SUBMIT ALL RESUMES IN ENGLISH. Job Title: IT Operations Manager / Tier 3 Systems Engineer Location: Latin America Company Overview: Sycomp is a leading organization dedicated to delivering innovative IT solutions. We are actively seeking a talented and motivated individual to join our team as an IT Operations Manager, encompassing the responsibilities of a Tier 3 Helpdesk Engineer and IT Manager. The chosen candidate will play a pivotal role in maintaining and optimizing our IT infrastructure, while providing exceptional support to our internal users. Responsibilities: Tier 3 Helpdesk Support: Serve as the primary point of contact for escalated technical issues, delivering expert troubleshooting and resolution for on-premises and remote users. Efficiently manage helpdesk ticket queues, ensuring timely and effective issue resolution. Collaborate with Tier 1 and Tier 2 support teams to enhance overall support efficiency. Infrastructure Management: Oversee and maintain the technology stack, including Azure Active Directory, on-premises Active Directory, and Azure Single Sign-On (SSO). Implement and manage Azure Virtual Desktop Infrastructure (VDI) solutions. Administer Cisco VPN for secure remote access. Security and Compliance: Lead efforts to secure the IT environment, ensuring compliance with industry standards and best practices. Participate in migrating applications to Single Sign-On (SSO) for heightened security. Conduct regular security audits and implement necessary measures to address vulnerabilities. Automation and Scripting: Leverage PowerShell scripting to automate processes, including onboarding/offboarding procedures. Implement automation solutions to streamline routine maintenance tasks. Global Helpdesk Management: Manage helpdesk engineers globally, coordinating support activities across all US and APAC time zones. Ensure consistent and effective support services worldwide. Project Management: Lead and execute new IT projects, from planning to implementation, ensuring alignment with organizational goals. Collaborate with cross-functional teams to deliver projects on time and within budget. Licensing and Compliance: Track and manage software licenses, ensuring compliance with vendor agreements. Proactively address licensing needs and optimize costs. Qualifications: Bachelor's degree in Information Technology, Computer Science, or relative experience in the industry. Proven experience in a Tier 3 helpdesk support role and IT management. Strong proficiency with the Microsoft technology stack, including Azure services. Experience with Azure Active Directory, Single Sign-On (SSO), and Azure VDI. Experiencing onboarding and migrating applications to SSO including lifecycle management for license and user management. In-depth knowledge of Cisco VPN and network security. Proficient in PowerShell scripting for automation. Demonstrated ability to lead and manage IT projects. Strong problem-solving skills and ability to handle escalated technical issues. Excellent communication and interpersonal skills. If you are a dynamic IT professional seeking a challenging and rewarding role that combines Tier 3 helpdesk support, systems engineering and IT management, and you are excited about contributing to Sycomp's global success, we invite you to apply. Join us in shaping the future of our IT infrastructure and providing top-notch support to our internal users. Apply today by replying to this post with your resume (in English) .
