What’s the mission you’ll drive

Ensure operational continuity and productivity for all Addi employees through flawless and secure technology infrastructure management, acting as the technical pillar that scales the Zero-Trust model while maintaining an exceptional, frictionless user experience.

What you will do
- Maintain a 95% ticket resolution rate within Asana SLAs, reducing average initial response time to under 2 hours for critical incidents.
- Ensure 100% of the device fleet (macOS/Windows) complies with hardening policies and MDM standards (Jamf/Intune) within the first 120 days, eliminating unauthorized access gaps.
- Achieve a 0% error rate in access and license provisioning/deprovisioning on the employee's first/last day, ensuring data security from entry to exit.
- Automate at least 3 recurring manual processes (via Bash, Python, or Google Apps Script) per quarter, returning 20% operational capacity to the Corporate IT team.
- Create and update a technical knowledge base (Wiki/Docs) to reduce Level 1 basic ticket inflow by 15% by the second half of the year.





What we’re looking for
- Technical Expertise & IT Trajectory
- Applies 2-3+ years of direct experience in technical support for startups, demonstrating mastery of hybrid infrastructures (macOS/Windows) and Cloud environments.
- Autonomously resolves complex Level 2 and 3 incidents (Google Workspace, MDM) without constant need for escalation.
- Leverages past experience to anticipate common hardware or software failures, reducing downtime through rapid diagnostics based on previous cases.
- Maintains a B1 English level or higher, enabling the independent use of technical documentation and effective communication with integral vendors or teams.
- Radical Ownership & Initiative
- Takes full end-to-end ownership of problems, identifying security or documentation gaps without waiting for instructions.
- Proactively detects vulnerabilities in access processes and proposes/executes solutions before they bec

📌 IT Help Desk (Bogotá)
🏢 AlleyCorp
📍 Bogotá