Global IT Support
Global IT support (Bogotá, Colombia)
About the Role
We are looking for a Global IT Support Administrator to join our dynamic team and ensure your fellow Monks have everything they need to keep creating fantastic work. In this role, you will be part of a global IT force focused on a hybrid blend of in-office and remote support.
We are searching for a fast, flexible go-getter who eagerly jumps on new opportunities to improve efficiency, accuracy, and productivity. If you are highly independent, team-oriented, and ready to bring out-of-the-box solutions to a fast-paced creative environment, this is the perfect launchpad for you.
Responsibilities:
Global & Regional Support: Deliver exceptional IT support across the globe via our ticketing system, with a primary focus on resolving issues in the LATAM region.
On-Site Presence: Offer dedicated in-office IT support at our [LOCATION] office up to 5 days a week (as defined by the company) or on a case-by-case basis.
First-Line Troubleshooting: Provide immediate first-line support to troubleshoot IT-related issues, big or small, effectively assisting colleagues via video call or Slack.
Lifecycle Management: Seamlessly manage the onboarding and offboarding of employee accounts and technology, overseeing the complete employee account lifecycle.
Documentation & Policies: Audit and continuously maintain IT policies, procedures, and essential documentation that provide robust technical support to the entire organization.
Asset Management: Audit, track, and maintain accurate inventory and asset management systems.
About You
The essentials:
Experience: 3+ years of proven experience in IT support.
Communication: Excellent written and verbal communication skills in English, essential for supporting a global team.
Interpersonal Independence: Strong interpersonal communication and relationship-building skills. You must be comfortable working with a considerable amount of independence, often serving as the primary local representative of the Global IT team in the office.
Troubleshooting Core: Excellent knowledge of general ticketing systems and proper foundational IT troubleshooting steps.
Not a Must but a Plus:
Extensive Mac and macOS knowledge (Windows knowledge is a distinct plus).
Hands-on experience with MDM software, Google Workspace, general asset management, Microsoft Active Directory, and basic PowerShell knowledge.
Application support expertise for creative and business software packages, including MS365, Adobe, Azure, Slack, etc.
Working knowledge of networking, client-server applications, multi-tier web applications, relational databases, firewalls, VPNs, and enterprise antivirus products.
Hands-on experience with Jamf, Crowdstrike, Freshservice, and SSO solutions (OneLogin, OKTA, DUO).
Experience with automation tools such as Workato or BetterCloud.
Familiarity with Ethical Hacking tools, such as vulnerability scanners and network mapping tools.
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