ABOUT THE ROLE

We are looking for a proactive, customer-focused IT Support Engineer to join our Global IT team. In this role, you will provide technical support, troubleshoot IT issues, and support system and network administration for employees across the business. You will work across macOS, Windows, enterprise networks, and collaboration tools to help maintain seamless day-to-day IT operations.

Beyond daily support, you will also collaborate with cross-functional IT teams on projects, deployments, and process improvements, contributing to the growth and efficiency of our general technology environment.
- Your Mission

Accelerate how the entire development organization works by finding high-impact use cases for AI, building the solutions that automate them, and spreading those wins so they scale across teams.
- YOU WILL BE RESPONSIBLE FOR:
- Provide Technical Support: Troubleshoot software, hardware, and network-related issues while delivering clear, step-by-step guidance to end users for timely resolution.




- Escalate Complex Issues:Collaborate with senior engineers and specialized teams when advanced troubleshooting or deeper technical expertise is required.
- Deliver High-Quality Internal Support: Manage and respond to employee requests through the ticketing system, ensuring timely communication and effective issue resolution.-
- Maintain Documentation & Asset Inventory: Create and update knowledge base articles, document incidents and resolutions, and maintain accurate IT asset records.
- Collaborate Across IT Teams: Work closely with IT administrators, developers, and network engineers on testing, quality assurance, and cross-functional projects.
- Promote Security & Compliance: Follow IT security policies, identify potential risks, and support best practices to maintain a secure IT environment.
- OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:
- Experience with onboarding/offboarding processes, hardware/software troubleshooting, and end-user support across

📌 IT Support Engineer (Medellín)
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📍 Medellín