IT Support Engineer

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Act as the primary point of contact for IT support across the organization.

• Address hardware, software, and access challenges through Slack, Jira, and other communication platforms across various time zones.

• Manage escalated and unresolved technical concerns.

• Investigate recurring problems and tackle their root causes.

• Set up and oversee accounts, access, and permissions within Google Workspace, identity management, and SaaS applications.

• Collaborate with People Operations for secure onboarding and offboarding processes.

• Oversee company devices and IT inventory from provisioning to retirement.

• Manage relationships with IT suppliers, including Atlassian, LastPass, and JetBrains.

• Work with Finance on licensing, renewals, and associated costs.

• Leverage AI and automation to enhance support efficiency.

• Maintain comprehensive documentation, guides, and self-service resources.

• Collaborate with the Security team on compliance initiatives and internal controls.

⛳️ Requirements

• Background in IT support or helpdesk functions, preferably in a contemporary, SaaS-oriented environment.

• Proficient in troubleshooting on both Mac and Windows platforms.

• Familiarity with SaaS tools and end-user devices.

• Interest in AI; experience in using AI tools for troubleshooting, research, or automation is a plus.

• Practical experience managing Google Workspace or a comparable identity management platform.

• Strong written and verbal communication skills in English.

• Consistent practice of documenting processes and workflows.

• Capability to work remotely within a distributed team setting.

• Experience with Jira Service Management or similar ticketing systems is advantageous.

• Knowledge of MDM tools like Intune is a bonus.

• Familiarity with security and compliance standards such as SOC 2 and ISO 27001 is desirable.

• Experience in managing SaaS vendors and licensing is a plus.

• Basic scripting or automation skills using Bash, PowerShell, or AI-assisted tools are preferred.

• Candidates must reside in Colombia.

• B2 level or higher proficiency in English is required.

🏝️ Benefits

• 15 days of paid vacation annually in addition to 18 public holidays.

• Private healthcare coverage.

• Monthly team bonding budget.

• Menopause support available.

• Choice of workstation setup.

• Opportunity to work from any country in the world for up to 3 months each year.

• Training budget of up to $750 USD per year.

• $250 USD annual allowance for home office expenses.

• Enjoy a fun and collaborative work environment focused on making a positive impact.