IT Support Technician, L1

Role Overview

• Provide Level 1 technical support via ticketing system, phone, and remote sessions.
• Troubleshoot and resolve issues related 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
• Support collaboration tools such as:
• Microsoft Teams
• Zoom
• Slack
• Manage user onboarding and offboarding, including:
• MFA / Conditional Access setup
• Device enrollment
• Escalate complex issues to internal senior technicians or local field technicians when necessary.
• Monitor alerts via:
• Intune
• Microsoft Defender
• UniFi dashboards
• Apply patches and updates through:
• Intune
• Windows Update for Business (WUfB)
• Ensure device and network security alignment with:
• CIS benchmarks
• Applicable compliance frameworks
• Document incidents, resolutions, and preventive recommendations in internal systems.
• Maintain documentation in Hudu and per-client compliance systems, including:
• SSPs
• CRMs
• Policy repositories
• Adhere to HIPAA and CMMC data security protocols and company confidentiality requirements.
• Support data backup and disaster recovery operations using:
• Veeam
• Acronis
• Document customer IT environments, including:
• Network diagrams
• Asset inventories
• Configuration notes
• Create internal knowledge base (KB) articles for recurring issues and solutions.

Requirements

• 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
• Ticketing systems and remote monitoring tools
• Active Directory
• Windows Server
• Virtualization (Hyper-V or VMware)
• Google Workspace administration .
• Strong diagnostic and communication skills with the ability to explain complex issues in plain language.
• Customer-first attitude and commitment to SLAs and service excellence.
• Reliability, professionalism, and integrity in handling sensitive information.
• Fluent in both Spanish and English.
• Experience in a customer-facing role.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Certified: Modern Desktop Administrator

Bonus Points For

• Experience in an MSP (Managed Service Provider) environment.
• Exposure to compliance frameworks such as:
• HIPAA
• CMMC Level 2
• FedRAMP Moderate
• Bilingual proficiency (English/Spanish), particularly valuable for construction industry clients.

Tech Stack

• MacOS
• VMware

Benefits

• Salary: COP $4.200.000
• Work From Home.
• Indefinite contract with all mandatory legal benefits.
• Training & Development.
• Opportunities for professional growth and development.
• A collaborative and supportive international team environment.