Senior Support Engineer

Overview 

We are seeking an experienced Senior Support Engineer to provide advanced technical support across our enterprise environment. The ideal candidate has deep expertise in Active Directory, Windows Server administration, Office 365, and multi-platform end-user support. This role requires strong troubleshooting capabilities, excellent communication skills, and the ability to mentor junior team members. Prior team lead experience is a strong plus. 

Responsibilities 

• Provide senior-level technical support for enterprise users across Windows, macOS, and cloud services. 

• Manage, triage, and resolve incidents and service requests using JIRA or similar ticketing systems. 

• Perform Active Directory (AD) administration, including user lifecycle management, group/role assignments, GPO updates, and domain troubleshooting. 

• Support and administer Microsoft 365 / Office 365 services (Exchange Online, SharePoint, Teams, Intune, Azure AD). 
• Conduct Windows Server administration, including system builds, configuration, patching, and performance troubleshooting. 
• Deliver advanced macOS workstation support, including OS management, configuration, security controls, and application support. 

• Handle enterprise security and compliance tasks including access reviews, privilege management, and audit support. 

• Create and maintain support documentation, runbooks, and standard operating procedures. 

• Mentor junior engineers and assist with escalation handling; provide guidance to improve team efficiency and technical depth. 

• Collaborate with cross-functional teams such as Security, Infrastructure, and DevOps to ensure reliable system performance and continuous improvement. 

• Participate in on-call rotation and incident response activities as required. 
  

Required Qualifications 

• 5–7 years of experience in enterprise IT support or similar technical support role. 

• Strong proficiency with JIRA or other enterprise ticket management systems. 

• Senior-level expertise in Active Directory administration and troubleshooting. 

• Hands-on experience with Office 365 support and administration. 

• Strong Windows and macOS user support experience within a corporate environment. 

• Solid experience with Windows Server administration (build, configuration, patching, and maintenance). 
• Experience with PowerShell or scripting for automation a must. 
• Deep understanding of AD security principles, identity management, and access controls. 

• Excellent communication, customer service, and documentation skills. 

• Ability to work independently, manage priorities, and drive complex issues to resolution. 

Preferred Qualifications 

• Prior team lead or mentorship experience. 

• Familiarity with Workspace One, Manage Engine, Intune, Jamf, or other device management platforms. 

• Experience with PowerShell or scripting for automation. 

• Knowledge of cloud identity and security practices (Azure AD, conditional access, MFA, etc.). 

• Familiarity with Okta and Okta Verify. 

Switchfly Core Values to consider for this position:  

• Customer Obsession: 
  Our commitment to customers is part of our DNA. We innovate on their behalf and treat them how we’d want to be treated — with care, respect, and dedication. There’s no greater reward than delivering a “Wow” to a thriving, happy customer. 

• Bold and Fearless Innovation: 
  We think big, act courageously, and challenge ourselves daily. With curiosity and ambition, we push boundaries to build the future — one bold idea at a time. 

We're looking for team members in Mexico who share this mindset and are excited to make a meaningful impact. 

Switchfly is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs — without regard to race, color, religion, age, gender, sexual orientation, national origin, disability status, or any other protected status under applicable laws.