Agile

Engine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries.

We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards.WHY JOIN USIf you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you!ABOUT THE ROLEWe are looking for a Senior IT Support Specialist to manage devices, access, and IT support for a remote-first team, including security and compliance tasks.MUST HAVES- 4+ years of experience in IT support, systems administration, or IT operations roles.- 3+ years of hands-on experience with device management platforms (Rippling preferred, but Jamf, Intune, or similar acceptable).- 3+ years of experience with Google Workspace administration.- 2+ years of experience with endpoint security solutions (Sentinel

One, Crowd

Strike, or similar).- Proven experience with IT service management principles and advanced ticketing system workflows (Jira Service Desk).- Strong background in access management, identity governance, and user lifecycle management.- Demonstrated ability to lead IT initiatives and drive process improvements.- Excellent communication skills with experience training and mentoring non-technical team members.- Strong project management and organizational skills with the ability to manage multiple priorities.- Experience working in fast-paced startup or scale-up environments.- Upper-intermediate English level.NICE TO HAVES- 5+ years of experience in high-growth SaaS companies or technology startups.- Experience with data privacy regulations (GDPR, CCPA, SOX) and implementation.- Advanced scripting and automation experience (Python, Power

Shell,



Bash).- Experience leading IT teams or mentoring junior IT staff.- Background in vendor management and IT procurement processes.- Experience with enterprise-grade backup and disaster recovery solutions.WHAT YOU WILL DODevice & Asset Management- Manage end-to-end laptop lifecycle using Rippling, including procurement, configuration, deployment, and retirement.- Maintain accurate asset inventory and tracking across all company devices.- Configure and deploy standardized device images with security controls and required software.- Coordinate device shipping and logistics for our remote-first team.- Handle device troubleshooting, repairs, and replacements.

User Support & Access Management- Process access requests through Jira Service Desk with appropriate approval workflows.- Perform user onboarding and offboarding procedures, including account provisioning and deprovisioning.- Handle password resets, account lockouts, and basic user support issues.- Maintain accurate user directories and access controls across all systems.- Provide technical support and guidance to team members as needed.- Provide IT support across multiple time zones with defined SLAs for response and resolution.- Build and maintain an internal IT knowledge base and self-service portal to reduce repetitive support requests.- Develop and distribute troubleshooting guides and FAQs for common issues.- Proactively identify technology pain points and friction across the organization.- Run periodic IT satisfaction surveys and incorporate feedback into support improvements.- Maintain a positive, responsive approach to IT support across the remote team.

General IT Support- Deploy and manage Sentinel





One across all endpoints with proper configuration and monitoring.- Implement and maintain security policies and procedures.- Monitor and respond to security alerts and incidents.- Assist with security audits and assessments.- Ensure proper access controls on sensitive data repositories.- Monitor and audit data access and sharing practices.- Maintain data inventory and processing records for compliance purposes.- Assist with projects to improve our data security, e.g., review and implement policies around PII (Personally Identifiable Information), data classification, and retention policies.- Manage integrations between tools and troubleshoot connectivity or sync issues.- Support the delivery of security awareness training programs.- Run phishing simulations and track completion rates for compliance purposes.- Keep the team informed on emerging threats and security best practices.

Process Improvement & Automation- Drive completion of IT-related tasks across the organization through effective communication and follow-up.- Identify opportunities to automate routine IT processes and workflows.- Maintain documentation for IT procedures, policies, and system configurations.- Participate in incident response and business continuity planning.- Track and report on key IT metrics, including ticket volume, resolution time, device health, and license utilization.- Provide regular reporting to leadership on IT support trends and areas for improvement.- Use data to identify recurring issues and prioritize process improvements.PERKS AND BENEFITS- Professional growth: Mentorship, Tech

Talks, and personalized growth roadmaps.- Competitive compensation: USD-based pay with education, fitness, and team activity budgets.- Exciting projects: Modern solutions with Fortune 500 and top product companies.- Flextime: Adaptable schedule with remote and office options.#J-18808-Ljbffr

📌 Senior Help Desk Technician (Cali)
🏢 Agileengine
📍 Cali