Responsibilities
- Address IT support inquiries submitted through Slack, ranging from standard requests to advanced technical challenges requiring in-depth analysis or elevated permissions
- Diagnose and resolve issues related to hardware, software, network connectivity, and user accounts for remote staff using macOS and Windows systems
- Evaluate, categorize, and manage incoming support tickets independently, ensuring timely resolution in line with established service level agreements
- Forward unresolved issues beyond Level 2 scope to senior support personnel, including detailed documentation of prior troubleshooting steps
- Record solutions thoroughly and update internal knowledge resources to minimize recurring support cases
- Administer user identities, group memberships, and license allocations within Microsoft Entra ID and Microsoft 365 administration tools
- Process access modifications, permission updates, and user deactivations across Exchange Online, SharePoint, OneDrive, and Teams
- Resolve multi-factor authentication errors and assist users regaining account access
- Support SharePoint site management and OneDrive setup when required
- Facilitate employee onboarding and offboarding, including device enrollment, setup, and removal via Rippling MDM
- Investigate and fix endpoint problems on macOS and Windows devices, including app deployment, operating system upgrades, and performance bottlenecks
- Support deployment of Sophos endpoint protection, analyze security alerts, and enforce policies in collaboration with the Senior Systems Administrator
- Deliver frontline support for key business applications such as Slack, Zoom, 1Password, Jira, Confluence, Greenhouse, and Harvest
- Troubleshoot single sign-on issues, account access difficulties, and password resets
- Assist in onboarding new employees by setting up accounts and assigning licenses across company platforms
- Communicate effectively with team members at all levels using clear, professional written English via Slack, Zoom, email, and documentation
- Escalate complex technical issues to the Senior Systems Administrator with complete background and troubleshooting history
- Contribute to asynchronous handovers and progress reporting in a fully remote, globally distributed work environment
Other
- Role is for a full-time contractor
- Position is based in Latin America
- Remote-first, globally distributed environment
- Must be based in Colombia or Brazil to apply
- Strong written and verbal Spanish required
- Clear, professional, and direct communication in written English required
