IT Support Technician L1

We are seeking a Level 1 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 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.

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.
• 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.