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IT Support Specialist
Gugu RoboticsIT Support Specialist at Robots and Pencils providing escalated support across North and Latin America. Managing IT support requests and ensuring smooth operations for remote employees.
Tech Stack
Tools & technologiesAzureITSMJamfMacOS
About the role
Key responsibilities & impact- Handle IT support requests submitted via Slack, covering both routine issues and complex problems that require deeper technical investigation or elevated access
- Resolve hardware, software, connectivity, and account-related issues for remote employees across macOS and Windows environments
- Triage, prioritize, and manage your own ticket queue with minimal supervision, meeting defined SLA targets
- Escalate issues to the next support level when they fall outside L2 scope, providing full context and steps already taken
- Document resolutions clearly and contribute to the internal IT knowledge base to reduce repeat tickets
- Manage user accounts, groups, and licenses in Microsoft Entra ID (Azure AD) and Microsoft 365 admin center
- Handle access requests, permission changes, and offboarding tasks across Exchange Online, SharePoint, OneDrive, and Teams
- Troubleshoot MFA issues and assist users with account access problems
- Assist with SharePoint site administration and OneDrive configuration as needed
- Support onboarding and offboarding workflows, including device enrollment, configuration, and deprovisioning via Rippling MDM
- Troubleshoot endpoint issues across macOS and Windows, including application installation, OS updates, and performance problems
- Assist with Sophos endpoint agent deployment, alert triage, and policy enforcement in coordination with the Senior Systems Administrator
- Provide user-level support for core business platforms, including Slack, Zoom, 1Password, Jira, Confluence, Greenhouse, and Harvest
- Assist users with SSO login issues, account access problems, and password-related requests
- Support onboarding of new hires by provisioning accounts and licenses across the R&P platform stack
- Communicate clearly with employees at all levels in written English — in Slack, Zoom, email, and documentation
- Escalate complex issues to the Senior Systems Administrator with full context and steps already taken
- Participate in async handoffs and status updates in a remote-first work culture.
Requirements
What you’ll need- 2 years of hands-on IT support experience, with at least 1 year at an L2 or escalation level
- Strong working knowledge of Microsoft 365 administration — 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 (Rippling, JumpCloud, Jamf, Intune, or similar) for device management and enrollment
- Basic understanding of SSO and MFA concepts — able 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 — clear, professional, and direct in all communications; strong written and verbal Spanish
- Ability to work independently, manage your own queue, and know when to escalate.
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT supportMicrosoft 365 administrationEntra IDExchange OnlineSharePointTeamsOneDriveMFA troubleshootingSSO troubleshootingendpoint troubleshooting
Soft Skills
communicationindependenceproblem-solvingticket managementprioritizationdocumentationcollaborationcustomer servicetime managementescalation