SeniorAdministrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services (193486)

Requisition ID 193486 Posted

Job Summary

Language requirements:

• Canada: fluent English and French

• LATAM: fluent English plus Portuguese, Spanish and French; Portuguese and Spanish are essential, French is strongly preferred

Role summary
Provide Level 2 remote support to end users. Resolve escalations from the Service Desk across operating systems, networks, applications and endpoint management, in the user’s language. Meet SLAs and keep unresolved complaints to a minimum

Key Responsibilities

Key responsibilities

• Resolve Level 2 incidents and service requests escalated from the Service Desk, within SLA.

• Troubleshoot Windows 10/11, macOS, iOS and Android devices remotely.

• Diagnose network and connectivity issues: LAN/WAN, Wi-Fi, VPN, DNS/DHCP, TCP/IP and proxy/firewall-related access.

• Manage endpoints and identities: Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA and access provisioning.

• Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive, SharePoint) and business applications, including installs and packaging requests.

• Escalate to Field Services, Network or Engineering teams with full diagnostics, and follow tickets through to closure.

• Document fixes and maintain knowledge-base articles, including in local languages, to raise first-contact resolution.

• Communicate clearly with users in English, French, Spanish or Portuguese as the region requires, keeping them updated on progress and agreed follow-ups.

Skill Requirements

Required skills and experience

• 5+ years in IT support, with at least 3 years at Level 2.

• Strong Windows OS, Microsoft 365 and Active Directory/Entra ID skills.

• Solid networking fundamentals: TCP/IP, DNS, DHCP, VPN, LAN/WAN and wireless.

• Experience with ITSM tools (ServiceNow preferred) and remote support tools (for example LogMeIn, TeamViewer, Nexthink).

• Working knowledge of ITIL incident, request and problem management.

• Fluent written and spoken language skills as listed for the location.

Other Requirements

Preferred

• Certifications such as CompTIA A+/Network+, Microsoft MD-102 or AZ-900, ITIL 4 Foundation, CCNA.

• Experience with macOS management, VMware/Citrix virtual desktops, or insurance or financial-services clients.

• Experience supporting users across several countries and time zones.