Neostella

Tier II IT Support Specialist

Neostella

full-time

Posted on:

Location Type: Hybrid

Location: Medellín • Colombia

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Tech Stack

Cloud

About the role

  • Resolve second-level support tickets, including complex issues escalated from Tier I
  • Administer and maintain user accounts, permissions, and groups across platforms (e.g., Google Workspace, JumpCloud)
  • Support and enforce security policies, including endpoint protection (e.g., ThreatDown) and security awareness tools (e.g., KnowBe4)
  • Manage onboarding and offboarding processes, ensuring compliance with security and asset management protocols
  • Conduct advanced troubleshooting across hardware, software, cloud platforms, and connectivity issues
  • Escalate critical infrastructure concerns to senior engineering when necessary
  • Maintain and continuously improve IT documentation, procedures, and knowledge bases (Confluence)
  • Collaborate on infrastructure projects, system upgrades, and technology rollouts
  • Monitor and report on system health, endpoint security, and compliance metrics
  • Mentor and support Tier I IT Support Specialists through training and knowledge sharing
  • Identify opportunities for automation and process optimization

Requirements

  • 3+ years of experience in IT Support or Systems Administration roles
  • Advanced troubleshooting and root-cause analysis skills
  • Strong understanding of user and device management in cloud platforms
  • Basic scripting and automation knowledge (PowerShell, Bash, or platform-specific tools)
  • Solid understanding of endpoint security principles and best practices
  • Clear communication skills with the ability to explain technical concepts to non-technical users
  • Strong organizational skills and attention to detail
  • Proactive mindset with initiative for continuous improvement
  • Ability to mentor and train junior team members
  • Nice to Have:
  • Experience working in a fast-scaling or SaaS environment
  • Familiarity with identity management and zero-trust security frameworks
  • Experience with system monitoring and reporting tools
  • Exposure to infrastructure projects or cloud migrations
  • Certifications in IT support, cloud platforms, or security (e.g., CompTIA, Google Workspace, etc.)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
advanced troubleshootingroot-cause analysisuser managementdevice managementscriptingautomationendpoint securitysystem monitoringcloud platformsIT support
Soft Skills
clear communicationorganizational skillsattention to detailproactive mindsetmentoringtrainingcollaborationinitiativeknowledge sharingproblem-solving
Certifications
CompTIAGoogle Workspace