At Provido Global, we’re more than a technology company. We are a global hub of innovation, creativity, and engineering excellence.

Our teams design and deliver intelligent, secure, and high-performance digital solutions that help organizations modernize operations, scale their platforms, and succeed in an increasingly digital world.

As part of a dynamic international ecosystem, we bring together forward-thinking engineers, technology specialists, designers, and delivery professionals who transform ideas into scalable, real-world solutions with measurable business impact.
If you are motivated by challenge, inspired by technology, and ready to grow with a company that truly invests in its people, your journey starts here.

Why We Need You

We are looking for experienced IoT Desktop Support Engineers to join our global Desktop Support team. This role is responsible for providing technical support for end-user computing devices, Microsoft 365 services, and IoT-related hardware across all company locations. As a member of our global desktop support team, you will provide remote and on-site support to employees worldwide, ensuring high availability and performance of end-user technology.

This position operates as part of a centralized, globally distributed team supporting multiple office locations. You will work through Jira Service Management for ticket management. The role requires strong technical expertise in Windows environments, Microsoft 365 services, and the ability to provide backup support for M365 administration tasks.

Key Responsibilities

End-User Support & Troubleshooting:

• Provide Tier 1/2 technical support for end-users via Jira Service Management ticketing system, addressing hardware, software, and connectivity issues.

• Respond to support requests through multiple channels: Jira tickets, Slack, email, and phone 24/7

• Diagnose and resolve issues with Windows and MacOS operating systems, common business applications, printers, peripherals, and mobile devices.

• Provide remote support using ManageEngine EndpointCentral for desktop management, troubleshooting, and software deployment across global locations.

• Perform on-site support at assigned office locations for hardware installations, replacements, and complex troubleshooting when remote support is insufficient.

Microsoft 365 Support:

• Troubleshoot Microsoft 365 service issues including Outlook/Exchange Online, Microsoft Teams, OneDrive for Business, SharePoint Online, and Microsoft Intune.

• Assist users with M365 application setup, configuration, and basic usage questions.

• Provide basic user account management: password resets, license assignment verification, and group membership checks in Microsoft Entra ID (Azure AD).

• Provide backup M365 administration support outside business hours when the primary Microsoft 365 Administrator is unavailable.

Device & Asset Management:

• Install, configure, and deploy laptops, desktops, monitors, and IoT-related hardware for new and existing employees.

• Manage device lifecycle including provisioning, configuration, maintenance, and decommissioning using ManageEngine EndpointCentral.

• Maintain accurate inventory of computer assets, software licenses, and hardware allocations across all locations.

• Coordinate equipment shipping and logistics between offices for new hires, relocations, and hardware replacements.

Ticketing & Documentation:

• Manage and prioritize support tickets through Jira Service Management, ensuring SLA compliance and timely resolution.

• Document all troubleshooting steps, resolutions, and known issues in Jira for knowledge sharing and future reference.

• Create and maintain desktop support documentation, including standard operating procedures, troubleshooting guides, and user guides.

• Prepare regular reports on ticket volume, resolution times, recurring issues, and hardware inventory for management review.

Collaboration & Escalation:

• Escalate complex technical issues to Platform Engineering, Network, or Security teams as appropriate.

• Collaborate with global team members across different time zones to ensure 24/7 coverage for critical business operations.

• Participate in handover procedures and knowledge transfer sessions with team members in other regions.

• Work with HR and department managers to onboard new employees and ensure smooth technology setup.

Security & Compliance:

• Follow IT security policies and procedures for device configuration, data protection, and access control.

• Ensure all devices comply with company security standards, including encryption, antivirus protection, and patch management.

• Report security incidents and suspicious activities to the Security team immediately.

• Assist with device compliance checks and remediation using Microsoft Intune and EndpointCentral.

Required qualifications

• 2-3+ years of experience in a Desktop Support Engineer, IT Support Technician, or similar hands-on technical support role.

• Strong technical expertise in computer hardware, including troubleshooting motherboards, memory, storage devices, and peripherals.

• Hands-on experience with Windows 10/11 operating systems, including installation, configuration, and troubleshooting.

• Working knowledge of Microsoft 365 services (Outlook/Exchange Online, Teams, OneDrive, SharePoint, Intune) from a user support perspective.

• Experience with Microsoft Entra ID (Azure AD) for basic user account management, password resets, and license verification.

• Proficiency with Jira or similar ticketing systems for incident management, tracking, and reporting.

• Experience with endpoint management tools, preferably ManageEngine EndpointCentral or similar RMM solutions.

• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi) as they relate to end-user connectivity.

• Excellent problem-solving and analytical skills with the ability to diagnose and resolve complex technical issues independently.

• Strong verbal and written communication skills in English, with the ability to explain technical concepts to non-technical users.

• Customer-first approach with strong interpersonal skills and the ability to remain calm under pressure.

• Ability to work independently with minimal supervision and manage multiple priorities simultaneously.

• Willingness to provide after-hours support or travel to other office locations when required.

Preferred Qualifications

• Microsoft 365 Certified: Modern Desktop Administrator Associate or Endpoint Administrator Associate certification.

• Microsoft Azure Fundamentals (AZ-900) certification.

• CompTIA A+, Network+, or equivalent industry certifications.

• Experience with ManageEngine EndpointCentral for patch management, software deployment, and remote control.

• Familiarity with PowerShell scripting for basic automation tasks.

• Experience supporting macOS devices in addition to Windows environments.

• Knowledge of ITIL framework and IT service management best practices.

• Experience working in distributed, global IT support teams across multiple time zones.

Additional Information

Work Setup: On-site at assigned office location with remote support capabilities for other global offices. May include after-hours support for critical issues.

Team Structure: Part of a global IoT/Desktop Support team operating through a centralized Jira Service Management board, providing support to all company locations worldwide.

Reports To: IoT/Desktop Support Team Lead

Language Requirements: English (required for global team collaboration)


Why You’ll Love Working with Us

• Employee Benefits & Advantages

At Provido Global, we value our employees and nurture a culture of progress and creativity. Our team members enjoy a supportive, inclusive, and growth-focused environment.

• Competitive Compensation & Performance Incentives

Provido Global offers an attractive salary package and performance-based bonuses to recognize and reward your contribution.

• Flexible Working Options

We support remote and hybrid working models to help you maintain a healthy work-life balance.

• Health & Well-being Support

We provide comprehensive health insurance, wellness initiatives, and resources to support both physical and mental well-being.

• Career Advancement & Development Programs

We invest in continuous learning through training programs, mentorship, and clearly defined career development paths.

• Team-Oriented & Inclusive Workplace

Our culture is built on diversity, inclusion, and collaboration. Every voice matters and innovation is encouraged.

• Team Events & Social Activities

We organize regular team-building activities and social events to strengthen relationships and create a positive, connected workplace.