We are seeking an Endpoint Analyst to independently diagnose and resolve 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.ResponsibilitiesAnalyze and resolve escalated service requests from end users and IT teamsDiagnose endpoint issues using user-reported errors, client-side logs, forwarded events, and vendor support toolsTroubleshoot network, authentication, and security-related blocks impacting endpointsDevelop and maintain knowledge articles to support consistent issue resolutionCollaborate with infrastructure, security, and service desk teams to communicate findings and remediation stepsEscalate incidents that exceed defined time-to-resolve thresholdsRequirementsBachelor's degree in Information Technology, Computer Science, or a related field,



or equivalent practical experience3+ years of experience in endpoint support, desktop engineering, or IT/security operationsBackground in DHCP, DNS, and network access control, along with IP routing and core networking concepts, including packet capture and analysisKnowledge of Active Directory, Windows authentication, and permissionsExpertise in troubleshooting HTTP inspection services (e.g., Zscaler), TLS, and PKI issuesSkills in using HAR files to diagnose HTTP connection issues from the client sideFamiliarity with Authenticode signatures and endpoint application control solutions like CyberArk Endpoint Privilege ManagerUnderstanding of endpoint policy mechanisms such as GPO and IntuneProficiency in query tools and log analysis on raw text files and centralized platformsCompetency in interpreting common endpoint and security alerts and leveraging online research sourcesCapability to independently resear

📌 Endpoint Analyst (México)
🏢 Epam Systems
📍 México