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IT Support Specialist

2 months, 4 weeks ago
Latin America, Brazil, Colombia
Contract
Junior
Technical Support Engineer
Customer and Technical Support
AWS Confluence CrowdStrike JIRA macOS
Apply Now
Robots & Pencils

Robots & Pencils

Robots & Pencils is a digital innovation firm that assists organizations in leveraging mobile, web, and AI technologies to modernize their operations and create efficient, user-centered solutions that enhance productivity and decision-making.

IT Services
51-250
Founded 2009
View All Jobs 2

Description

  • Handle IT support requests submitted via Slack, including routine issues and deeper technical problems requiring elevated access.
  • Resolve hardware, software, connectivity, and account-related issues for remote employees on macOS and Windows.
  • Triage, prioritize, and manage a personal ticket queue while meeting defined SLA targets.
  • Escalate issues beyond L2 scope with full context and troubleshooting steps already taken.
  • Document resolutions and contribute to the internal IT knowledge base to reduce repeat tickets.
  • Manage user accounts, groups, and licenses in Microsoft Entra ID and the Microsoft 365 admin center.
  • Handle access requests, permission changes, and offboarding tasks across Exchange Online, SharePoint, OneDrive, and Teams.
  • Troubleshoot MFA and SSO login issues and assist users with account access problems.
  • Support onboarding and offboarding workflows, including device enrollment, configuration, and deprovisioning via Rippling MDM.
  • Assist with Sophos endpoint agent deployment, alert triage, and policy enforcement in coordination with the Senior Systems Administrator.

Requirements

  • Must be based in Latin America; applications from outside Colombia and Brazil will not be considered.
  • 2 years of hands-on IT support experience, including at least 1 year at an L2 or escalation level.
  • Strong working knowledge of Microsoft 365 administration, including Entra ID, Exchange Online, SharePoint, Teams, and OneDrive.
  • Experience supporting both macOS and Windows endpoints in a remote or hybrid environment.
  • Familiarity with MDM platforms such as Rippling, JumpCloud, Jamf, Intune, or similar.
  • Basic understanding of SSO and MFA concepts and the ability to troubleshoot user-facing login issues.
  • Experience managing tickets and workflows in Jira Service Management, Zendesk, or a comparable ITSM platform.
  • Strong written and spoken English, plus strong written and verbal Spanish.
  • Ability to work independently, manage your own queue, and know when to escalate.
  • Exposure to endpoint security tools such as Sophos, CrowdStrike, or similar XDR platforms is preferred.
  • Experience in a startup, agency, or distributed tech company environment is preferred.
  • CompTIA A+, Network+, Microsoft MS-900, or similar certifications are preferred.

Benefits

  • Full-time contractor role.
  • Remote-first work environment.
  • Opportunity to work with a globally distributed team.
  • High degree of autonomy in day-to-day work.

Interested in this position?

Apply directly on the company website

Apply Now

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