IT Desktop Remote Support Engineer

Auxis; Colombia; Remote; COP 30,000,000 - 60,000,000; Full time

Job summary

Auxis is seeking an experienced IT Desktop Remote Support Engineer to join our team. You will provide remote L1/L2 support in a cloud-first, regulated environment, handling Windows and macOS endpoints and supporting business and biotech applications.

You will troubleshoot issues, manage cloud platforms (Microsoft 365/Azure, AWS, Google Cloud), maintain security controls, and mentor junior staff while ensuring SOX/GxP compliance.

Qualifications

• 3+ years of remote L1/L2 IT support experience.
• Hands-on with Microsoft 365/Azure; exposure to AWS or Google Cloud.
• Experience managing Windows and macOS endpoints via MDM/RMM.
• Background in security controls and access management.
• Experience with ERP/ELN/LIMS like NetSuite or Benchling.
• Able to work in regulated biotech/pharma environments.
• Strong communication and customer-first mindset.

Responsibilities

• Provide SLA-based L1/L2 remote IT support for Windows & macOS.
• Troubleshoot hardware, software, connectivity, and access issues.
• Manage user accounts, provisioning/de-provisioning, and password resets.
• Administer and support cloud & SaaS platforms (Microsoft 365/Azure, AWS, Google Cloud).
• Configure and deploy endpoints remotely; manage OS, apps, and security updates.
• Support backup, recovery access, and basic log monitoring activities.
• Provide first-line support for NetSuite and Benchling.
• Execute application access reviews and IT controls (SOX/GxP-related).
• Serve as an escalation point for junior team members and collaborate across IT teams.

Skills

Remote L1/L2 IT support

Microsoft 365/Azure

Cloud platforms (AWS/Google Cloud)

Windows/macOS endpoint mgmt

Security controls & compliance

Tools

MDM/RMM tools

NetSuite

Benchling

Job description

We’re looking for an experienced IT Desktop Remote Support Engineer to join our team and provide high-quality L1/L2 remote support in a dynamic, cloud-first and regulated environment. This role is ideal for someone who enjoys troubleshooting, working with modern cloud technologies, and supporting both business and specialized biotech applications.

Schedule:

Monday–Friday | 8:00 AM – 8:00 PM PT

Main Responsibilities:

• Provide SLA-based L1/L2 remote IT support for end users (Windows & macOS)
• Troubleshoot hardware, software, connectivity, and access issues
• Manage user accounts, access provisioning/de-provisioning, and password resets
• Administer and support cloud & SaaS platforms (Microsoft 365/Azure, AWS, Google Cloud)
• Configure and deploy endpoints remotely; manage OS, app, and security updates
• Support backup, recovery access, and basic log monitoring activities
• Provide first-line support for critical systems such as NetSuite and Benchling
• Execute application access reviews and IT controls (SOX/GxP-related)
• Serve as an escalation point for junior team members and collaborate across IT teams

Experience and requirements:

• 3+ years of experience providing remote L1/L2 IT support
• Strong hands‑on experience with Microsoft 365/Azure, and exposure to AWS or Google Cloud
• Experience managing Windows and macOS endpoints using MDM/RMM tools
• Background in security controls, access management, and compliance processes
• Experience supporting ERP systems (e.g., NetSuite) and/or ELN/LIMS tools (e.g., Benchling)
• Comfortable working in regulated environments (biotech, pharma, life sciences preferred)
• Strong communication skills and a customer-first mindset