IT Support Technician (L1/L2)

We are seeking a Level 1 / Level 2 IT Support Technician to join our Managed Services team. The ideal candidate will deliver exceptional helpdesk and technical support to clients across diverse industries, including Healthcare, Government Contracting, and Construction, ensuring compliance with HIPAA and CMMC standards.

This role provides remote support within standard business hours (Monday–Friday, 9 AM–5 PM EST), with participation in after-hours on-call rotation for critical issues (P1/P2).

Key Responsibilities

Technical Support

• Provide Level 1 and Level 2 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.

Monitoring & Maintenance

• 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.

Compliance & Documentation

• 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

Required Skills

• 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.

Growth Path

• 3 Months: Independently handle L1 queue, follow SOPs, and maintain documentation.
• 6 Months: Handle L2 escalations and contribute to process documentation.
• 12 Months: Lead improvements in SLA performance and mentor junior technicians.

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.