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.
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.
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

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.

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.

Applicant Tracking System Keywords

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

Hard Skills & Tools

Microsoft 365 administrationIntuneWindows 10macOSUnifi networkingActive DirectoryVirtualizationGoogle Workspace administrationticketing systemsremote monitoring tools

Soft Skills

diagnostic skillscommunication skillscustomer-first attitudereliabilityprofessionalismintegritybilingual proficiency

Certifications

CompTIA A+CompTIA Network+CompTIA Security+Microsoft 365 Certified: Modern Desktop Administrator