Responsibilities
- Provide first and second-level support for hardware, software, and access-related issues.
- Manage and resolve requests through Jira Service Management (JSM), ensuring proper ticket handling, prioritization, SLA compliance, and documentation.
- Deliver support to a distributed user base across LATAM, ensuring a seamless and high-quality user experience.
- Troubleshoot and maintain macOS and Windows environments, including remote support tools.
- Configure, deploy, maintain, and repair company devices, ensuring optimal performance and security standards.
- Administer device configurations, security baselines, and software deployment through MDM solutions such as Kandji and JumpCloud.
- Manage device lifecycle and asset inventory to ensure accurate tracking and control.
- Execute onboarding and offboarding processes, including device preparation and account provisioning/deprovisioning.
- Own and execute the device reconditioning process, including secure wipe, reinstallation, MDM enrollment, and preparation for new hires.
- Perform periodic visits to the warehouse to support device logistics, including preparation, validation, and inventory management.
- Manage user access and permissions across systems such as Google Workspace, Microsoft 365, and others, following least-privilege principles.
- Provide support and administration for corporate tools, including Slack, Jira, Zoom, CrowdStrike, VPN solutions, CRM, and other systems.
- Support and execute SOC 2-aligned IT controls, including evidence collection, access reviews, and audit readiness activities.
- Contribute to the implementation and improvement of IT processes related to incident management, change management, and security practices.
- Create and maintain technical documentation, procedures, and contribute to the internal knowledge base.
- Identify opportunities to improve, standardize, and automate IT operations processes.
- Escalate complex issues when needed and collaborate with the IT team to ensure timely and effective resolution.
Benefits
- Complete engagement job
- Community that values learning, ownership, and authenticity
- Environment where growth is personal and ideas matter
- Transparent, curious, and collaborative culture
- Strive for excellence, celebrate diversity, encourage curiosity
- Build an environment where you can truly thrive
Additional Information
- Advanced English level (B2+)
- Periodic visits to the warehouse required
