IT Support Technician

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.

• 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.

• 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 $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 MondayFriday 9:00 AM5:00 PM EST.

Required Experience:

IC