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IT Support Technician

IT Support Technician

SuperStaffMedellín, Medellin, CO
Hace 12 días
Tipo de contrato
  • Quick Apply
Descripción del trabajo

We are seeking a highly motivated, bilingual Level 1 / Level 2 IT Support Technician to join our Managed Services team. This is a full-time, remote position in Colombia .

The ideal candidate will deliver exceptional helpdesk and technical support to our clients in diverse industries, including Healthcare, Government Contracting, and Construction . You will be responsible for ensuring systems operate smoothly and securely, adhering to strict compliance standards like HIPAA and CMMC .

Key Responsibilities

  • Provide expert Level 1 and Level 2 technical support to clients via our ticketing system, phone, and remote sessions.
  • Troubleshoot and resolve issues related to :
  • Microsoft 365 administration (Exchange, Teams, SharePoint)
  • Microsoft Intune device management and endpoint compliance
  • Windows and macOS operating systems
  • Unifi networking (gateways, switches, access points)
  • Basic networking (VLANs, VPNs, IP configuration)
  • Manage user onboarding / offboarding, MFA / Conditional Access setup, and device enrollment.
  • Monitor system alerts using Intune, Microsoft Defender, and UniFi dashboards.
  • Maintain meticulous documentation for incidents, resolutions, and client environments in our internal systems (e.g., Hudu).
  • Participate in an after-hours on-call rotation for critical (P1 / P2) issues.

Requirements

  • Bilingual Fluency : Must be fluent in both Spanish and English (written and verbal).
  • Customer-Facing Experience : Must have previous experience in a customer-facing role.
  • Technical Experience : Hands-on experience with :
  • Microsoft 365 administration and troubleshooting
  • Microsoft Intune and Endpoint Manager
  • Windows 10 / 11 and macOS
  • Unifi network devices and VPN configurations
  • Active Directory
  • Windows Server
  • Virtualization (Hyper-V or VMware)
  • Professional Skills :
  • Strong diagnostic and communication skills, with the ability to explain complex issues in plain language.
  • A customer-first attitude and commitment to service excellence.
  • Reliability, professionalism, and integrity in handling sensitive information.

    • Preferred (Bonus Points) :

  • Experience in an MSP (Managed Service Provider) environment.
  • Exposure to compliance frameworks such as HIPAA or CMMC Level 2.
  • Certifications such as CompTIA A+ , Network+ , Security+ , or Microsoft 365 Certified : Modern Desktop Administrator.

    • Benefits

  • Stable Contract : This is a full-time, permanent position ( Contrato a término indefinido ) with all Colombian legal benefits ( prestaciones de ley ).
  • Competitive Salary : A monthly salary of $5,500,000 COP .
  • Clear Growth Path : We offer a defined path for advancement.
  • 3 Months : Independently handle the L1 queue and maintain documentation.
  • 6 Months : Handle L2 escalations and contribute to process improvements.
  • 12 Months : Lead improvements in SLA performance and mentor junior technicians.
  • Work Schedule : Your standard schedule will be Monday–Friday, 9 : 00 AM–5 : 00 PM EST .
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    Support • Medellín, Medellin, CO