Senior Desktop Support / Helpdesk Engineer

About the role

Solvd, an AI-native consulting and technology services firm, is looking for a Senior Desktop Support / Helpdesk Engineer to own the everyday technology experience of its employees, from a new hire's first login to a leaver handing back their laptop. You will be the senior escalation point for end-user issues and the hands-on lead for a Mac-heavy fleet, while helping with an Intune replacement project and tighter identity, access and SaaS app management in Microsoft 365.

Key responsibilities

• Support and administer macOS devices and a smaller number of Windows machines, including provisioning, patching, OS upgrades and break/fix.
• Evaluate and select the next MDM platform, then lead the migration from Microsoft Intune, including configuration profiles, re-enrollment and employee communication.
• Run zero-touch deployment via Apple Business Manager and Automated Device Enrollment.
• Enforce and report on security baselines such as FileVault, OS update policy, firewall and endpoint protection.
• Own the hardware lifecycle across regions: purchasing, inventory, shipping, repairs, recovery and secure disposal.
• Administer Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, licensing) and Microsoft Entra ID (users, groups, MFA, Conditional Access, SSO).
• Maintain SSO and SCIM integrations, and administer core SaaS tools with an up-to-date app inventory.
• Reduce unused licenses, shadow IT and access drift.
• Act as the senior escalation point, own onboarding and offboarding, manage the ticket queue across time zones, set service levels and mentor junior staff.
• Write knowledge base articles and self-service guides, and automate routine work with Bash/zsh, Python or PowerShell and low-code tools.

Required profile

• 5+ years in desktop support, helpdesk or IT operations, including at least 2 years at senior or escalation level.
• Expert-level macOS support and hands-on administration of a Mac MDM platform (Jamf Pro, JumpCloud, Fleet, Kandji or Intune).
• Strong Microsoft 365 and Entra ID administration, and experience in a SaaS-heavy, cloud-first company with SSO (SAML/OIDC) and SCIM.
• 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 patience explaining technical issues to non-technical colleagues.
• Habit of documenting and improving processes.

Required skills

• Preferred: experience leading an MDM migration (Intune to Jamf, JumpCloud or Fleet) or running a platform evaluation.
• Preferred: Apple or Jamf certifications (Apple Device Support, Jamf CCT/CCA) and Microsoft certifications (MS-102, MD-102).
• Preferred: ITSM tools such as Jira Service Management, Freshservice or Zendesk, and familiarity with CrowdStrike, SentinelOne or Microsoft Defender for Endpoint.
• Preferred: exposure to ISO 27001, SOC 2 or CIS benchmarks.