(L1–L2) System Engineer – Managed Services (Latin America)

The System Engineer (L1–L2) is responsible for maintaining client IT environments, resolving break-fix incidents, and ensuring high availability and security across managed systems.You’ll handle endpoint monitoring, patching, user support, backups, and incident response — while following Zazz’s MSP standards and automation-first approach.Key ResponsibilitiesTechnical OperationsMonitor, troubleshoot, and resolve alerts and incidents from NinjaOne RMM and Axcient BCDR systems.Perform OS, application, and security patch management across client endpoints and servers.Manage device compliance, enrollment, and health via Microsoft Intune / Endpoint Manager.Support antivirus, EDR, and threat detection using Microsoft Defender for Business and Huntress Managed EDR.Execute standard break-fix tasks such as printer, network, or user-level issues.Manage cloud user lifecycle activities — onboarding, offboarding, MFA setup, password resets.Maintain data protection through Axcient x360Recover / x360Cloud restore tests and reporting.Document actions, resolutions, and updates in IT Glue for all assigned tickets.Incident & Change ManagementEscalate unresolved issues to L3 engineers or MSP Leads following defined SLA and escalation paths.Create, update, and close tickets within the NinjaOne PSA or Zoho Projects system.Follow change control procedures for updates, installations, and configurations.Participate in patching cycles, vulnerability remediation, and backup validation checks.Security & ComplianceEnforce and maintain endpoint compliance (MFA, encryption, Defender, Huntress, and DLP).Assist in implementing and validating policies under Microsoft Purview and Google Workspace DLP.Monitor Huntress ThreatOps alerts for persistence, privilege escalation, and ransomware behaviors.Report and escalate suspicious activities, unauthorized access, or security incidents promptly.Collaboration & DocumentationWork closely with the MSP Lead and L3 Engineers for escalations, automation testing, and onboarding tasks.Maintain accurate IT Glue records for assets, credentials, and knowledge base articles.Contribute to continuous improvement of SOPs and runbooks.Technical Skills3–5 years of experience in IT support or systems engineering (MSP experience preferred).Hands-on experience with:RMM Platforms: NinjaOne (or equivalent like N-able, Datto, ConnectWise Automate).Endpoint Management: Microsoft Intune, Entra ID (Azure AD).Security Tools: Microsoft Defender, Huntress EDR, BitLocker/FileVault, Purview DLP, MFA enforcement.Backup & Recovery: Axcient x360Recover / x360Cloud.Productivity Suites: Microsoft 365, Google Workspace administration.SaaS Visibility: Augmentt (preferred) or similar tools.Documentation: IT Glue or Hudu for asset and SOP documentation.Familiarity with Windows Server, Active Directory, and Group Policy.Basic scripting or automation (PowerShell, Bash, or Python) is a plus.Knowledge of networking fundamentals (VPN, DNS, firewall basics).