IT Support Engineer Lead - Fully remote (Latam)

10+ years of experience in IT support, systems administration, or related technical roles. Minimum 4 years of experience leading IT teams. Proven Tier 3 support expertise and OS-agnostic capabilities (MacOS and Windows). Strong knowledge of IT workflows, ticketing systems, and process optimization. Experience with Identity & Access Management (IAM) and Single Sign-On (SSO) solutions (e.g., Okta, OneLogin, JumpCloud). Familiarity with MDM solutions for device management and troubleshooting. Understanding of Information Security best practices and data confidentiality. Proficiency with administrative and collaboration tools such as Google Workspace, Zoom, Slack, and Jira. Industry certifications such as CompTIA or equivalent are a plus. Excellent problem-solving, communication, and documentation skills. Proactive, detail-oriented, and passionate about supporting teams and delivering high-quality IT service.

Lead and manage IT Support Engineers and Technical Support Specialist teams. Provide Tier 3 support for complex technical issues across MacOS and Windows platforms. Oversee hardware and software troubleshooting, system maintenance, and access management. Collaborate with cross-functional teams (InfoSec, DevOps, Engineering). Administer and maintain role-based access controls (RBAC) and Identity & Access Management (IAM) systems. Document and streamline IT processes. Conduct root cause analyses and implement preventive measures. Participate in on-call rotations and support IT projects.