Senior Help Desk Technician

Arkestro

Senior Help Desk Technician

ID90031

Arkestro

DETAILS

ID90031

Support

IT Support Engineer

Support & Administration

Other

Google Workspace

Jira Service Desk

SentinelOne

Full-time

Argentina, Brazil, Colombia, Mexico, Guatemala

LATAM, Argentina, Brazil, Colombia, Mexico, Guatemala

4+ years of experience

Experience (Filter):

3–5 years

Experience (Search):

Middle Senior

Remote

TECH STACK

Google Workspace

Jira Service Desk

SentinelOne

About the role

We are looking for a Senior Help Desk Technician to manage device lifecycle, access, and endpoint security across a remote-first organization. This person handles onboarding and offboarding, deploys and monitors security tools like SentinelOne, and builds self-service resources to cut requests. Strong Google Workspace, Jira Service Desk, and English communication skills are essential.

What you will do

Device & Asset Management

• Manage the full laptop lifecycle in Rippling, including procurement, configuration, deployment, and retirement.
• Maintain accurate inventory and tracking for all company devices.
• Configure and deploy standardized device images with required software and security controls.
• Coordinate device shipping, repairs, replacements, and troubleshooting for our remote-first team.

User Support & Access Management

• Process access requests through Jira Service Desk and follow appropriate approval workflows.
• Manage user onboarding and offboarding, including account provisioning and deprovisioning.
• Handle password resets, account lockouts, and basic user support issues.
• Maintain accurate user directories and access controls across all systems.
• Provide responsive IT support and guidance to team members across multiple time zones, following defined SLAs.
• Build and maintain an internal IT knowledge base, self-service portal, troubleshooting guides, and FAQs to reduce repetitive requests.
• Identify technology pain points and improve the employee support experience through feedback and IT satisfaction surveys.

General IT Support

• Deploy and manage SentinelOne across all endpoints, including configuration, monitoring, and security alert response.
• Implement and maintain security policies, procedures, and access controls.
• Assist with security audits, assessments, incident response, and business continuity planning.
• Monitor and audit data access and sharing practices and maintain data inventory and processing records for compliance.
• Support data security initiatives, including reviewing and implementing policies for PII, data classification, and data retention.
• Manage integrations between tools and troubleshoot connectivity or synchronization issues.
• Support security awareness programs, including phishing simulations and training completion tracking.
• Keep the team informed about emerging threats and security best practices.

Process Improvement & Automation

• Drive completion of IT-related tasks through effective communication and follow-up.
• Identify opportunities to automate routine IT processes and workflows.
• Maintain documentation for IT procedures, policies, and system configurations.
• Track and report on IT metrics, including ticket volume, resolution time, device health, and license utilization.
• Provide regular reporting to leadership on IT support trends and areas for improvement.
• Use data to identify recurring issues and prioritize process improvements.

Must haves

• 4+ years of experience in IT support, systems administration, or IT operations roles.
• 3+ years of hands-on experience with device management platforms (Rippling preferred, but Jamf, Intune, or similar acceptable).
• 3+ years of experience with Google Workspace administration.
• 2+ years of experience with endpoint security solutions (SentinelOne, CrowdStrike, or similar).
• Proven experience with IT service management principles and advanced ticketing system workflows (Jira Service Desk).
• Strong background in access management, identity governance, and user lifecycle management.
• Demonstrated ability to lead IT initiatives and drive process improvements.
• Excellent communication skills with experience training and mentoring non-technical team members.
• Strong project management and organizational skills with ability to manage multiple priorities.
• Experience working in fast-paced startup or scale-up environments.
• Strong experience with Google Workspace, Jira Service Desk, and endpoint security tools.
• Upper-intermediate English level.

Nice to haves

• 5+ years of experience in high-growth SaaS companies or technology startups.
• Experience with data privacy regulations (GDPR, CCPA, SOX) and implementation.
• Advanced scripting and automation experience (Python, PowerShell, Bash).
• Experience leading IT teams or mentoring junior IT staff.
• Background in vendor management and IT procurement processes.
• Experience with enterprise-grade backup and disaster recovery solutions.

Perks

• Growth without limits: build your skills through mentorship, internal TechTalks, challenging projects, and a dedicated annual learning budget
• Competitive compensation: get recognition that reflects your skills and impact, with regular performance and compensation reviews
• Flexibility: work 100% remotely with flexible hours that support focus, autonomy, and a healthy work rhythm
• Meaningful, modern projects: build impactful products using modern technologies alongside global teams and leading brands
• Collaborative culture: join a supportive environment with zero micromanagement where ideas are welcomed and contributions are recognized
• Well-being & support: access local well-being programs and people-focused support tailored to your location

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Hiring process timeline

We designed our hiring process to be fast, transparent, and convenient — so you always know what to expect and can move through the steps without unnecessary delays.

A quick note

After applying, keep an eye on your inbox — including your spam folder. Occasionally, emails from our hiring platform, LaunchPod, may land there.

1

Tell us about yourself

Submit a short application form.

2

Pass a quick test

Pass a 30’- 60’ test.

3

Record a short video

Introduce yourself on video to fast-track your application process.

4

Meet our team

Once you pass the video review, grab a spot on our calendar for a technical interview.

5

Get an offer

Welcome to AgileEngine!

FAQ

Have any questions?

What is the work format and schedule?

We are a remote-first company, so all our positions are remote. Schedules are flexible, but the main requirement is to have an overlap with your client’s schedule to ensure smooth collaboration. Specific details depend on the project and are discussed during the interview process.

What level of English is required?

We look for Upper-Intermediate (B2) proficiency or higher. Since you will be collaborating with international teams and global clients (including Fortune 500 companies), English is a part of your daily work.

Does AgileEngine provide work equipment?

It depends on your location. We provide equipment in Ukraine, Poland, Argentina, Colombia, Mexico, Brazil, Guatemala, Portugal, Spain, and India. In the USA, equipment is usually provided by the client; otherwise, you will be expected to use your own setup.

What opportunities for professional growth do you offer?

We support continuous growth through personalized development paths tailored to each expert. Also, you can expect:

• An annual learning and development budget
• Internal workshops, tech talks, and mentorship programs
• Opportunities to switch projects or grow into new roles over time

What does a typical team look like, and what tools do you use?

Teams vary by project, but you’ll usually work with a mix of experts across different fields, along with a delivery or project manager who supports collaboration and onboarding.

For day-to-day work, teams commonly use tools like Jira and