IT Support Specialist
R
Robots and PencilsAI Engineering
Bogota, Colombia (Remote Friendly); APPLICATIONS FROM OUTSIDE COLOMBIA AND BRAZIL WILL NOT BE CONSIDERED FOR THIS ROLEContractMiddle
Salary not disclosed
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Job Details
- Languages
- English, Spanish
- Experience
- 2 years of hands-on IT support experience, with at least 1 year at an L2 or escalation level
- Required Skills
- Zendesk
Requirements
- 2 years of hands-on IT support experience, with at least 1 year at an L2 or escalation level.
- Strong working knowledge of Microsoft 365 administration (Entra ID, Exchange Online, SharePoint, Teams, and OneDrive).
- Experience supporting both macOS and Windows endpoints in a remote or hybrid environment.
- Familiarity with MDM platforms such as Rippling, JumpCloud, Jamf, or Intune.
- Basic understanding of SSO and MFA concepts.
- Experience managing tickets and workflows in Jira Service Management, Zendesk, or a comparable ITSM platform.
- Strong written and spoken English, and strong written and verbal Spanish.
- Ability to work independently and manage your own queue.
- Exposure to endpoint security tools such as Sophos or CrowdStrike is a plus.
- Experience in a startup, agency, or distributed tech company environment is a plus.
- CompTIA A+, Network+, or Microsoft MS-900 certifications are a plus.
Responsibilities
- Handle IT support requests submitted via Slack, covering both routine issues and complex problems requiring deeper technical investigation.
- Resolve hardware, software, connectivity, and account-related issues for remote employees across macOS and Windows environments.
- Triage, prioritize, and manage your own ticket queue with minimal supervision, meeting defined SLA targets.
- Escalate issues to the next support level when they fall outside L2 scope, providing full context and steps already taken.
- Document resolutions clearly and contribute to the internal IT knowledge base.
- Manage user accounts, groups, and licenses in Microsoft Entra ID (Azure AD) and Microsoft 365 admin center.
- Support onboarding and offboarding workflows, including device enrollment and configuration via Rippling MDM.
- Provide user-level support for core business platforms, including Slack, Zoom, 1Password, Jira, Confluence, Greenhouse, and Harvest.
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