Senior Desktop Support / Helpdesk Engineer

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.

• Experie