Bilingual IT Support Specialist

Imagina Colombia; Colombia; Presencial; COP 24.000.000 - 42.000.000; Jornada completa

Descripción de la vacante

Imagina Colombia is seeking a proactive IT Support Specialist to deliver high-quality end-user support and keep Microsoft technologies running smoothly across the organization in Colombia. Fluency in English is required, and a solid foundation in Windows and Microsoft 365 is essential.

You will handle device management with Intune, manage Entra ID, and troubleshoot network, VPN, and security issues while maintaining documentation and contributing to process improvements in a dynamic IT

Formación

• Proven corporate technical support experience with Windows 10/11.
• Experience with Microsoft 365 and Entra ID/Azure AD including MFA/SSO.
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi‑Fi, firewalls).
• Experience with Active Directory, Group Policy and event logs.
• Experience with ITSM platforms (ServiceNow, Jira Service Management, Freshservice).
• Strong English communication and problem-solving.

Responsabilidades

• Provide end-user support for desktops, laptops, printers and mobile devices.
• Support Exchange Online, Teams, SharePoint Online, OneDrive and Office apps.
• Manage identity and access in Entra ID; resolve MFA/SSO issues.
• Deploy and manage Windows and mobile devices with Intune / Endpoint Manager.
• Diagnose network and VPN, DNS, DHCP, Wi‑Fi and firewall issues.
• Review logs and handle security alerts; follow ITSM SLAs.
• Document knowledge base and improve processes.

Conocimientos

Windows 10/11

Microsoft 365

Entra ID/Azure AD

ITSM tools

English communication

Herramientas

Intune

Endpoint Manager

PowerShell

ServiceNow

Jira Service Management

Freshservice

Descripción del empleo

We are seeking a proactive, service-oriented IT Support Specialist to deliver high-quality technical support to end users and keep systems and tools running smoothly across the organization. The role requires fluency in English and a strong foundation in Microsoft technologies.

KEY RESPONSIBILITIES

• End-user support: Desktops, laptops, printers, mobile devices and peripherals; resolve Windows OS, hardware, driver, application and profile issues.
• Microsoft 365: Support Exchange Online, Teams, SharePoint Online, OneDrive for Business, Outlook and Office apps.
• Identity & access: Manage users, groups, licenses and permissions in Entra ID; resolve MFA, SSO, lockout and Conditional Access issues; run onboarding/offboarding.
• Endpoint management: Deploy and manage Windows and mobile devices with Intune / Endpoint Manager (enrollment, compliance, configuration profiles, apps); support Windows Autopilot and device lifecycle.
• Networking & remote users: Diagnose TCP/IP, DNS, DHCP, VPN, Wi-Fi and firewall issues using the OSI Model; support Active Directory and Group Policy where applicable.
• Security & diagnostics: Review Event Viewer and device logs; handle antivirus/EDR alerts, compliance and security policies.
• Service management: Manage incidents and requests in an ITSM platform within SLAs; find root causes and escalation complex issues.
• Knowledge & improvement: Maintain documentation and knowledge base articles, guide teammates, and improve processes, automation and user experience.

REQUIREMENTS

• Proven corporate technical support experience, including Windows 10/11 desktops and laptops.
• Hands-on experience with Microsoft 365 and Entra ID / Azure AD, including MFA, SSO and Conditional Access troubleshooting.
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN, Wi-Fi, firewalls and the OSI Model.
• Experience with Active Directory, Group Policy, system logs, Event Viewer and remote support tools.
• Experience with an ITSM platform (ServiceNow, Jira Service Management, Freshservice or similar).
• Strong English communication, customer orientation, and independent problem-solving with sound prioritization.

PREFERRED QUALIFICATIONS

• Certifications: MS-900, AZ-900, Microsoft 365 Certified, CompTIA A+ / Network+.
• Technical: Windows Autopilot, Microsoft Defender for Endpoint, PowerShell, Azure-based environments, cloud and endpoint security best practices.
• Process: ITIL practices (incident, problem, change), root cause analysis, and multi-site or remote support.

WHAT WE OFFER

Competitive salary and benefits package Training and career growth in cloud technologies A dynamic and collaborative IT environment.