Administrador de Soporte TI Nivel 3

About the role

The Senior IT Support Administrator (Level 3) joins Gildan’s Global Helpdesk team as the primary escalation point for complex technical incidents. The role provides advanced support for endpoints, MDM, and Microsoft platforms across a worldwide environment, ensuring system stability, security, and performance.

Key responsibilities

• Administer enterprise platforms such as Microsoft SCCM, Intune, MDM solutions, endpoint management, Microsoft 365, Active Directory, file/print services, and monitoring tools.
• Act as Level 3 escalation, resolve complex incidents, coordinate with vendors, and participate in the Change Advisory Board (CAB).
• Lead global deployments and projects, implementing devices, applications, and new technologies across multiple sites.
• Drive continuous improvement and automation through root‑cause analysis, process optimization, and prevention of recurring issues.
• Maintain technical documentation, standard operating procedures, and mentor Level 1 and Level 2 teams as a Subject Matter Expert.

Required profile

• 5+ years of advanced IT support or system/infrastructure administration experience, with large‑scale, multi‑site implementations.
• Strong hands‑on experience with Microsoft SCCM and/or Intune for OS testing, patch management, app deployment, and compliance.
• Proficiency with MDM platforms such as Workspace ONE, SOTI, JAMF, Samsung Knox, and Apple Business Manager.
• Deep knowledge of Microsoft technologies: Active Directory, Microsoft 365, Exchange (on‑prem or cloud), SharePoint, and PowerShell scripting.
• Solid understanding of networking fundamentals (TCP/IP, DNS, VPN, etc.).

Required skills

• Microsoft SCCM
• Microsoft Intune
• Workspace ONE
• SOTI
• JAMF
• Samsung Knox
• Apple Business Manager
• Active Directory
• Microsoft 365
• Exchange
• SharePoint
• PowerShell
• TCP/IP
• DNS
• VPN