IT Help Desk

AlleyCorp; Bogotá; Presencial; COP 36.000.000 - 48.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Equity in the company

Support for personal growth

Descripción de la vacante

AlleyCorp in Bogotá is looking for a Technical Support Specialist who will ensure operational continuity for all employees by managing a secure technology infrastructure. You will achieve a high ticket resolution rate and automate processes to enhance team efficiency.

The ideal candidate should have 2-3 years of technical support experience, a mastery of macOS/Windows infrastructures, and strong communication skills in English. AlleyCorp offers competitive compensation and a chance to be part of a rapidly growing fintech company.

Formación

• 2-3+ years of direct experience in technical support for startups.
• Ability to resolve Level 2 and 3 incidents autonomously.
• Knowledge of Google Workspace, MDM, and ticketing systems.

Responsabilidades

• Maintain high ticket resolution rates within SLAs.
• Ensure device compliance with security policies.
• Automate manual processes to enhance efficiency.

Conocimientos

Technical expertise in hybrid infrastructures

Complex incident resolution

B1 level English

Automation mindset

Descripción del empleo

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 global 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 become risks.

  • Identifies lack of clarity in user guides and updates them by own initiative to improve the team's experience.

• Analytical Thinking & Troubleshooting

  • Ability to break down complex incidents and find the Root Cause instead of applying temporary patches.

  • Utilizes system logs and network metrics to diagnose incidents with technical rigor and precision.

  • Maintains composure and technical focus during high-pressure situations or critical business incidents.

• User-Centric Communication (Technical Empathy)

  • Translates complex technical concepts into simple language, ensuring users feel supported and understand security policies.

  • Successfully influences employees to adopt strict policies (MFA/Zero-Trust) by explaining the "why" behind the security benefit.

  • Writes clear guides that empower non-technical users to resolve issues independently.

• Automation Mindset (Efficiency First)

  • Rejects repetitive manual operations and constantly seeks to optimize processes through technology.

  • Implements scripts or integrations that reduce 30-minute tasks to executions lasting only seconds.

  • Challenges and improves current workflows to eliminate steps that add no value or are prone to human error.

Why join us?

• Work on a problem that truly matters – We are redefining how people shop, pay, and bank in Colombia, breaking down financial barriers and empowering millions. Your work will directly impact customers' lives by creating more accessible, seamless, and fair financial services.
• Be part of something big from the ground up – This is your chance to help shape a company, influencing everything from our technology and strategy to our culture and values. You won’t just be an employee—you’ll be an owner.
• Unparalleled growth opportunity – The market we’re tackling is massive, and we’re growing faster than almost any fintech lender at our stage. If you’re looking for a high-impact role in a company that’s scaling fast, this is it.
• Join a world-class team – Work alongside top-tier talent from around the world, in an environment where excellence, ownership, and collaboration are at the core of everything we do. We care deeply about what we build and how we build it—and we want you to be a part of it.
• Competitive compensation & meaningful ownership – We believe in rewarding our talent. You’ll receive a generous salary, equity in the company, and benefits that go beyond the basics to support your growth.