IT Support Specialist

Role overview An IT Support Specialist is needed to serve as the primary escalation point for remote employees across North America and Latin America. This is a full-time contractor position based in Latin America, focused on resolving complex issues beyond basic triage, supporting core SaaS platforms, and operating with high autonomy alongside a senior systems administrator.

Responsibilities - Handle escalated IT support requests submitted via Slack, resolving hardware, software, connectivity, and account issues across macOS and Windows environments - Triage, prioritize, and manage an independent ticket queue while meeting defined SLA targets, escalating only when issues fall outside scope - Administer user accounts, groups, and licenses in Microsoft Entra ID and the Microsoft 365 admin center, including Exchange Online, SharePoint, OneDrive, and Teams - Support onboarding and offboarding workflows through Rippling MDM, including device enrollment, configuration, and deprovisioning - Provide user-level support for business platforms such as Slack, Zoom, 1Password, Jira, Confluence, Greenhouse, and Harvest, including SSO and MFA troubleshooting - Document resolutions clearly and contribute to the internal IT knowledge base to reduce repeat tickets

Requirements - 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 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, or Intune - Experience managing tickets in Jira Service Management, Zendesk, or a comparable ITSM platform - Strong written and spoken English plus strong written and verbal Spanish

Nice to have - Exposure to endpoint security tools such as Sophos or CrowdStrike - Experience in startup, agency, or distributed tech company environments - CompTIA A+, Network+, or Microsoft MS-900 certifications