IT Support Technician, L1

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

📋 Description

• Deliver **Level 1 technical support** through a ticketing system, phone calls, and remote sessions.

• Diagnose and resolve issues pertaining to:

• - Microsoft 365 administration (**Exchange, Teams, SharePoint, OneDrive**)

• - **Intune** device management and endpoint compliance

• - **Windows and macOS** operating systems

• - **Unifi networking** (gateways, switches, access points)

• - **Basic networking** (VLANs, VPNs, IP configuration)

• - **Active Directory**

• - **Virtualization** (Hyper-V or VMware)

• - **Google Workspace administration**

• Assist with collaboration tools such as:

• - Microsoft Teams

• - Zoom

• - Slack

• Oversee **user onboarding and offboarding**, including:

• - MFA / Conditional Access setup

• - Device enrollment

• Refer complex issues to **internal senior technicians or local field technicians** as needed.

• Monitor alerts via:

• - **Intune**

• - **Microsoft Defender**

• - **UniFi dashboards**

• Implement patches and updates through:

• - **Intune**

• - **Windows Update for Business (WUfB)**

• Ensure device and network security aligns with:

• - **CIS benchmarks**

• - Relevant **compliance frameworks**

• Record incidents, resolutions, and preventive recommendations in internal systems.

• Maintain documentation in **Hudu** and client-specific compliance systems, which include:

• - SSPs

• - CRMs

• - Policy repositories

• Comply with **HIPAA and CMMC data security protocols** and company confidentiality standards.

• Assist with **data backup and disaster recovery operations** utilizing:

• - **Veeam**

• - **Acronis**

• Document customer IT environments, encompassing:

• - Network diagrams

• - Asset inventories

• - Configuration notes

• Create **internal knowledge base (KB) articles** for common issues and their resolutions.

⛳️ Requirements

• Practical experience with:

• - Microsoft 365 administration and troubleshooting

• - Microsoft Intune and Endpoint Manager

• - Windows 10/11 and macOS

• - Unifi network devices and VPN configurations

• - Ticketing systems and remote monitoring tools

• - Active Directory

• - Windows Server

• - Virtualization (Hyper-V or VMware)

• - Google Workspace administration

• Excellent diagnostic and communication skills, capable of simplifying complex issues.

• A customer-focused mindset with a commitment to SLAs and service excellence.

• Dependability, professionalism, and integrity in managing sensitive information.

• Proficiency in both Spanish and English.

• Experience in a customer-facing position.

• **Preferred Certifications**

• - CompTIA A+

• - CompTIA Network+

• - CompTIA Security+

• - Microsoft 365 Certified: Modern Desktop Administrator

• **Bonus Points For**

• - Experience in an MSP (Managed Service Provider) setting.

• - Familiarity with compliance frameworks such as:

• - HIPAA

• - CMMC Level 2

• - FedRAMP Moderate

• - Bilingual proficiency (English/Spanish), especially beneficial for clients in the construction industry.

🏝️ Benefits

• Salary: COP $4.200.000

• Work from home flexibility.

• Indefinite contract that includes all mandatory legal benefits.

• Opportunities for training & development.

• Paths for professional growth and advancement.

• A collaborative and supportive international team environment.