Ict Support Engineer

**About Sharesource**:
We are a BCorp company whose purpose is to democratise opportunities for individuals from developing countries. With our brand and culture empowering our partners to attract and keep the most qualified members, we share the knowledge to unleash potential and grow scaling teams for Australian and Canadian businesses.

**What are we looking for?**

We are seeking an ideal team player who is Smart, Hungry and Humble. You will be responsible for supporting all aspects of the IT systems and services. Additionally, the role includes responsibility for ensuring the security and integrity of computer operations and systems development. You will be well-organised, work exceptionally well with different people (in different locations and time zones).

**Working time: 8:30 am** and** 5:00 pm**Eastern Standard Time

**Location**:Chile (Remote)

**What are you expected to do?**
- Cloud Infrastructure support.
- Ensure system and data security is maintained at a high standard, ensuring the integrity of the company network is not compromised.
- Intune device management, including:

- Configuration profiles
- Compliance profiles
- Endpoint Security Baselines & Hardening
- Application deployments and patching
- Exposure management
- Cloud security management across AWS and Azure environments via Defender for Cloud and AWS security hub
- Proactive maintenance
- Build, maintain and manage the clients infrastructure
- End-to-end system stability and performance
- Incident and problem management
- Patch and vulnerability management
- Monitor the performance of team's systems, ensuring issues are appropriately escalated and resolved.
- Management and support of any and all the client's 3rd party services.
- Microsoft 365 support
- Microsoft support (Exchange Online, SharePoint, MS Teams, OneDrive).
- CSP & SPLA Service Management (Microsoft 365 License management and Azure subscription management).
- Troubleshoot technical issues to resolution and/or escalate to supplier or partner organisations as required.
- Provide first point or an escalation point from Level 1 across all support tickets.
- Escalate at the appropriate time any difficult issues to level 3
- 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.
- Reporting
- Managed client cadence meetings to ensure we maintain a high standard of service
- Ensure that the reports are maintained and accurate
- Integration and Automation
- Manage and support integrated systems to ensure relevant data is available at all times.
- Develop skills in Power Automate and Power Apps and AI/ML tools to help CI/CD processes.
- Look at automation across systems updates and patching levels
- Transition Management
- Manage all Managed Service Transitions.
- Collaborate with the Professional Services team to provide technical assistants to project teams and assume technical project roles as needed, ensuring effective support for the deployment of new solutions.
- Soft Skills
- 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, conducting dealings in a professional and appropriate manner.
- Change and Release Management
- Production support changes delivery
- Configuration change management
- Knowledge management and documentation
- Security
- Ensure a secure and protected environment for clients and their systems
- Maintain all end point security and patching levels
- Ensure that all our internal infrastructure is secure and in alignment with the security methodology the team agrees to follow
- Ensure system and data security is maintained at a high standard, ensuring the integrity of the team's network is not compromised.
- Ensure that all client dashboards are secure to only the intended client's view

**You'll be a great fit if**
- You understand that this role is a living role with continued development to achieve the above-mentioned requirement skills. The Team is committed in the personal development to ensure this role is a success for everyone.
- A Team Player.
- Display confidence when dealing with people, with well-developed written and verbal communication skills.
- Communicate well with staff and suppliers, exhibiting excellent listening skills.
- Demonstrate high standards of professional behaviour when dealing with suppliers, staff and clients.
- 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.
- Offer assistance to other employees in use of various technologies.
- Ability to build professional relationships with key