Sharesource is hiring an ICT Support Engineer

At Sharesource, we are looking for a skilled ICT Support Engineer to join our TechConnect Managed Services team. In this role, you will be responsible for supporting all aspects of our clients' IT systems and services, ensuring the security and integrity of their operations. You will work collaboratively with colleagues and clients across different locations and time zones.

What You'll Do

• Provide Cloud Infrastructure support across platforms.
• Ensure system and data security is maintained at a high standard and protect the integrity of the company network.
• Manage Intune devices including configuration profiles, compliance profiles, endpoint security baselines & hardening, application deployments, patching, and exposure management.
• Manage cloud security across AWS and Azure environments via Defender for Cloud and AWS security hub.
• Perform proactive maintenance.
• Build, maintain and manage client infrastructure.
• Ensure end-to-end system stability and performance.
• Handle incident and problem management.
• Manage patch and vulnerability management.
• Monitor the performance of TechConnect systems, ensuring issues are appropriately escalated and resolved.
• Manage and support TechConnect third-party services.
• Provide Microsoft 365 support for Exchange Online, SharePoint, MS Teams, and OneDrive.
• Manage CSP & SPLA Service Management, including Microsoft 365 license management and Azure subscription management.
• Answer phone, email, and tickets in a professional and timely manner.
• Assist clients or staff through a series of actions, either face-to-face, via email, or over the telephone to help set up systems or resolve issues.
• Troubleshoot technical issues to resolution and escalate to supplier or partner organisations as required.
• Provide a first or escalation point from Level 1 across all support tickets.
• Escalate difficult issues to level 3 at the appropriate time.
• Log all incidents and service requests in our designated Helpdesk system.
• Manage Helpdesk tickets, planning and prioritising systematically to minimise backlog and ensure operational efficiency.
• Manage client cadence meetings to maintain a high standard of service.
• Ensure that reports are maintained and accurate.
• Manage and support integrated systems to ensure relevant data is available at all times.
• Develop skills in Power Automate, Power Apps, and AI/ML tools to help CI/CD processes.
• Manage integration between applications to ensure workflows are maintained.
• Look at automation across systems updates and patching levels.
• Manage all Managed Service Transitions.
• Collaborate with the Professional Services team to provide technical assistance to project teams and assume technical project roles as needed.
• Build and contribute to service documentation and knowledgebase.
• Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT team.
• Maintain and develop excellent working relationships with key suppliers.
• Handle production support changes delivery.
• Manage configuration change management.
• Manage knowledge management and documentation.
• Ensure a secure and protected environment for clients and their systems.
• Maintain all endpoint security and patching levels.
• Ensure that all internal infrastructure is secure and aligned with the agreed security methodology.
• Ensure that all client dashboards are secure and accessible only to the intended client.

What We're Looking For

• A team player who demonstrates high standards of professional behavior.
• Confidence when dealing with people, with well-developed written and verbal communication skills.
• Excellent listening skills when communicating with staff and suppliers.
• Ability to investigate issues and requirements and identify and prioritise appropriate solutions.
• Ability to adapt and adjust to changing processes, constantly seeking process improvement.
• Ability to maintain detailed and accurate records.
• Willingness to offer assistance to other employees in the use of various technologies.
• Ability to build professional relationships with key stakeholders and staff.
• A demonstrated interest in technology.
• Relevant IT/industry experience and/or qualifications in areas such as Microsoft 365 and Azure.
• Demonstrated understanding of IT Management.
• Ability to work flexible hours when required.

Technical Stack

• Intune
• AWS
• Azure
• Defender for Cloud
• AWS security hub
• Microsoft 365
• Exchange Online
• SharePoint
• MS Teams
• OneDrive
• Power Automate
• Power Apps
• AI/ML tools

Team & Environment

You will be part of the TechConnect Managed Services team at Sharesource.

Benefits & Compensation

• Competitive salary and professional development opportunities.
• Collaborative client partnerships and a fun, inclusive work environment.
• Opportunities for leadership, expertise, and global client exposure.
• Monthly coaching, training, and career development.
• Remote work flexibility.
• Engage in social impact activities and industry impact.
• Achieve work-life balance and flexibility to support personal commitments.
• Benefit package tailored to your location.

Work Mode

This is a remote position based in Chile.

At Sharesource, we believe in the value of diversity and inclusion. We are committed to creating a diverse, respectful, and inclusive workplace, and we do not discriminate based on factors such as race, gender, religion, sexual orientation, or disability.