IT Sr. Systems Support Specialist

Amwell; Colombia; Presencial; COP 226.845.550 - 356.471.579; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical Plan Coverage

PTO

Maternity Leave

Parental Leave

Mental Health Support

Virtual Second Opinion

Descripción de la vacante

Amwell is seeking a Senior IT Systems Support Specialist to maintain and optimize our corporate IT infrastructure. The role covers Windows and macOS devices, Microsoft 365, and end‑user support for a broad user base across the organization.

You will deploy and manage endpoints using NinjaOne, Intune, and Windows Autopilot, work independently on projects, and mentor junior team members while following established security baselines in daily operations.

Formación

• 5+ years of hands‑on Windows and macOS support experience.
• Experience with Microsoft 365 administration.
• Experience with Active Directory/Microsoft Entra ID and MFA.
• Strong troubleshooting and ticket management skills.
• Ability to work independently and manage projects end‑to‑end.
• English proficiency at B2 level or higher.

Responsabilidades

• Administer Windows and macOS devices, applications, deployment profiles, policies, and patches using NinjaOne, Intune, and Autopilot.
• Support IT Help Desk serving 1,000+ end users.
• Troubleshoot endpoint, Microsoft 365, account, authentication, network, and application issues.
• Manage AD/Entra ID accounts and permissions.
• Support Exchange Online, Outlook, Teams, SharePoint, OneDrive, calendars, and groups.
• Manage IT infrastructure projects from planning through implementation and support.
• Serve as escalation point and mentor junior IT team members.
• Ensure resolution of ~75+ tickets per month and 2+ projects per quarter.
• On‑call rotation ~every eight weeks.
• Support endpoint protection and vulnerability platforms (Sophos Central, Rapid7).
• Assist with asset management, lifecycle management, and inventory control.
• Represent IT in meetings with employees, executives, vendors, and clients.

Descripción del empleo

At Amwell, we’re transforming healthcare for all—powered by technology and inspired by people. Here, your ideas don’t just matter—they drive real change, improving lives on a global scale.

We marry technology and innovation with clinical excellence to provide trusted solutions that solve the healthcare industry’s biggest pain points and are on a mission to enable greater access to more convenient, affordable, and effective care.

Brief Overview

The Senior IT Systems Support Specialist supports the company’s corporate IT infrastructure, including Windows and macOS devices, mobile devices, Microsoft 365, telephony, servers, networks, and related systems.

This is a hands-on role focused on endpoint deployment and management usingNinjaOne, Microsoft Intune, and Windows Autopilot. The position requires an experienced IT professional who can work independently, resolve complex issues, manage projects, serve as a technical escalation point, and mentor junior team members.

Although this is not a cybersecurity role, the Specialist must follow and reinforce established security baselines in daily IT operations.

Core Responsibilities

• Administer Windows and macOS devices, applications, deployment profiles, policies, and patches using NinjaOne, Intune, and Autopilot.
• Support the IT Help Desk function serving more than 1,000 end users.
• Troubleshoot complex endpoint, Microsoft 365, account, authentication, network, and application issues.
• Manage Active Directory users, groups, permissions, and Microsoft Entra ID accounts.
• Support Exchange Online, Outlook, Teams, SharePoint, OneDrive, calendars, and distribution groups.
• Manage IT infrastructure projects from planning through implementation, documentation, and ongoing support.
• Serve as a technical escalation point and mentor junior IT team members.
• Ensure timely resolution of approximately 75 or more tickets per month and completion of two or more projects per quarter.
• Participate in an after-hours on-call rotation approximately once every eight weeks.
• Support endpoint protection and vulnerability‑management platforms, preferably Sophos Central and Rapid7.
• Assist with IT asset management, device lifecycle management, and inventory control.
• Represent IT professionally in meetings with employees, executives, vendors, and clients.

Required Technical Experience

• 5+ years of hands‑on experience supporting and managing Windows and macOS environments.
• Windows 10 and Windows 11 administration and troubleshooting.
• macOS administration and command‑line troubleshooting.
• Operating system, application, policy, and patch deployment.
• NinjaOne, Microsoft Intune, and Windows Autopilot.
• Active Directory, Microsoft Entra ID, MFA, and single sign‑on.
• Microsoft 365 administration and end‑user support.
• PowerShell scripting and administration.
• Basic networking knowledge, including TCP/IP, DNS, DHCP, VPN, and SSL/TLS.
• Endpoint security, disk encryption, and device‑compliance controls.
• Strong verbal and written English skills (B2+ or above)

Qualifications

• Strong troubleshooting, analytical, and critical‑thinking skills.
• Ability to work independently and manage projects from beginning to end.
• Strong understanding of endpoint security, patching, access control, and IT best practices.
• Excellent written and verbal communication skills.
• English proficiency at the B2 level or higher.
• Ability to support a 24/7 organization and participate in an on‑call rotation.
• Ability to travel to local corporate offices when required.
• Must be legally authorized to work without employer sponsorship.

Preferred Qualifications

• Microsoft certifications or current Microsoft role‑based certifications.
• Experience with Sophos Central, Rapid7, BitLocker, and FileVault.
• Experience supporting more than 1,000 users.

Additional Benefits

• Medical Plan Coverage provided by Colmédica
• Plan Coverage provided by Pan American
• Additional Paid Time Off
• Maternity Leave 18 weeks
• Parental/Paternity Leave 2 mandatory weeks + 4 weeks
• Mental Health and Resiliency
• Virtual Second Opinion with the Cleveland Clinic Coverage

Do Well. Live Well. At Amwell.

Driven by our mission and values, we foster a workplace where Delivering Awesome, being Customer First and operating as One Team aren’t just aspirations – they are how we work, every day.

Our people are our greatest asset. We strive to empower their growth and development not only as Amwellians but as individuals, through generous total rewards packages, a virtual‑first work environment, work‑life flexibility, including Summer Fridays and designated Mental Health Days, as well as opportunities to stretch and learn – to name a few. It’s our people who truly differentiate us. Ask anyone and they’ll tell you – you’ll never work with more passionate, more driven and more caring team members.

We champion a culture of respect and inclusion, accountability and integrity, innovation and collaboration. At Amwell, you’ll do the most meaningful work of your career—improving healthcare for millions, growing alongside incredible teammates, and being valued for who you are.

Working at Amwell:

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast‑paced, mission‑driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell‑matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community!

As set forth in Amwell’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.