Endpoint Analyst (Lagos de Moreno)

ROLE SUMMARY

The Endpoint Analyst independently diagnoses and resolves issues related to endpoint connectivity, authentication, and security controls. This role analyzes escalated service desk tickets, leverages logs and security tools to identify root causes, and resolves incidents within defined service level agreements. The analyst applies a consistent, methodical troubleshooting approach while collaborating with IT and security teams.

ROLE RESPONSIBILITIES

• Analyze and resolve escalated service requests from end users and IT teams.
• Diagnose endpoint issues using user-reported errors, client-side logs, forwarded events, and vendor support tools.
• Troubleshoot network, authentication, and security-related blocks impacting endpoints.
• Develop and maintain knowledge articles to support consistent issue resolution.
• Collaborate with infrastructure, security, and service desk teams to communicate findings and remediation steps.
• Escalate incidents that exceed defined time-to-resolve thresholds.

TECHNICAL QUALIFICATIONS

Required:

• 3-5 years of experience in endpoint support, desktop engineering, or IT/security operations.
• Strong experience with DHCP, DNS, network access control, IP routing, and core networking concepts, including packet capture and analysis.
• Strong knowledge of Active Directory, Windows authentication, and permissions.
• Technical experience troubleshooting inspection services (e.g., Zscaler), TLS, and PKI issues.
• Technical experience with Authenticode signatures and endpoint application control solutions like CyberArk Endpoint Privilege Manager.
• Familiarity with endpoint policy mechanisms: GPO, Intune, other.
• Proficiency using query tools and log analysis on raw text files and centralized platforms.
• Understanding of common endpoint and security alerts and the use of online research sources.

Preferred:

• Experience with authentication protocols such as SAML, Kerberos, OAuth, OIDC, and LDAP.
• Microsoft Excel skills, including Power Query and Pivot Tables.
• PowerShell scripting for troubleshooting and automation.
• Exposure to endpoint detection and response tools such as Microsoft Defender, Sentinel, CrowdStrike, or equivalent platforms.

GENERAL QUALIFICATIONS

Ability to independently research issues and document clear remediation plans.

Strong analytical and systematic troubleshooting skills.

Clear and professional verbal and written communication skills.

Ability to manage multiple priorities in a time-sensitive environment.

EDUCATION REQUIREMENTS

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

Relevant technical certifications (e.g., Microsoft, CompTIA, Security-related) are a plus.