Senior Service Desk and Project Engineer – LATAM

• Own complex third-line incidents and service requests escalated from L1 and L2 across cloud services, identity, servers, networks, endpoints and integrations
• Lead technical investigations during major incidents, restore services safely and coordinate specialist or supplier support
• Work to client SLAs and Zazz escalation procedures; escalate blockers and service risks promptly
• Investigate recurring faults through Problem Management and deliver permanent remediation through approved changes
• Maintain accurate HaloPSA records and validate outcomes before resolution and closure
• Coach L1 and L2 engineers and publish reusable troubleshooting knowledge
• Manage assigned IT projects from scope through completion and contribute to PMO practices using HaloPSA
• Define objectives, scope, deliverables, assumptions, exclusions and acceptance criteria with clients and stakeholders
• Maintain project plans, tasks, milestones, dependencies, budgets, costs, risks, issues, decisions and delivery status
• Plan resources and coordinate engineers, suppliers and client teams
• Control scope changes, provide client updates and weekly internal reporting
• Close projects with acceptance, reconciled time and costs, lessons learned and operational handover
• Assess client environments and translate requirements into technical designs and implementation plans
• Deliver client onboarding, migrations, infrastructure upgrades and service improvements across Microsoft 365, identity, cloud, networking, endpoint management, monitoring and backup environments
• Prepare and execute approved changes with risk assessments, implementation, testing, rollback plans and maintenance windows
• Configure and validate solutions, troubleshoot implementation issues, coordinate user acceptance testing and support go-live stabilisation
• Produce configuration records, diagrams, operating procedures and support documentation in IT Glue and approved systems
• Transfer monitoring, access, support ownership and outstanding actions to the service desk
• Apply least privilege, secure credential handling and client security requirements
• Coordinate security incidents with appropriate specialists
• Identify out-of-scope work and commercial opportunities, obtain expenditure approvals and record chargeable and non-chargeable time accurately

• Proven third line support or senior infrastructure engineering experience in an MSP or comparable environment supporting multiple clients, systems and business priorities
• Strong practical knowledge of Microsoft 365, Microsoft Entra ID, Active Directory, Windows Server, identity and access management, and endpoint administration
• Advanced troubleshooting across DNS, DHCP, TCP/IP, switching, routing, firewalls, VPNs and wireless networks
• Hands-on experience with cloud infrastructure, preferably Microsoft Azure, virtualisation, backup, recovery, monitoring and security controls
• Demonstrable delivery of IT projects with responsibility for plans, budgets, milestones, dependencies, risks, stakeholder updates and client acceptance
• Practical IT service management knowledge covering Incident, Request, Problem and Change Management, SLA management and structured escalation
• Experience using PSA or ITSM, remote monitoring and management, and documentation platforms
• Ability to maintain reliable ticket, project and time records
• Clear client communication, sound technical judgement, ability to organise competing demands, mentor colleagues and explain risks and options to non-technical stakeholders
• Experience with HaloPSA, NinjaOne, Huntress, IT Glue, Keeper, Addigy or Druva is desirable
• Experience with Google Workspace, Apple environments, AWS or Google Cloud is desirable
• PowerShell scripting, repeatable deployment methods and automation experience is desirable
• ITIL, Microsoft, cloud or networking qualifications, and PRINCE2, APM or PMP certification are desirable
• Experience supporting regulated clients, security remediation and projects involving third-party suppliers or geographically distributed teams is desirable

• Remote work
• Protected project delivery time agreed with manager
• ITIL, Microsoft, cloud or networking qualifications valued
• PRINCE2, APM or PMP certification valued
• Relevant practical experience equally valued