Senior Help Desk Technician ID90031

AgileEngine, LLC.; Colombia; Remote; COP 193,274,000 - 289,911,000; Full time

Benefits offered by this job

Professional growth

Competitive compensation: USD-based

Exciting projects

Flextime

Job summary

AgileEngine, LLC. is seeking a Senior IT Support Specialist to manage devices, access, and IT support for our remote-first team, ensuring security and compliance across time zones.

You will lead device provisioning with Rippling or alternatives, oversee Google Workspace, endpoint security, and IT service workflows, while mentoring non-technical teammates. This role requires 4+ years in IT operations and strong communication skills.

Qualifications

• 4+ years of experience in IT support, systems administration, or IT operations roles.
• 3+ years of hands-on experience with device management platforms (Rippling preferred, but Jamf, Intune, or similar acceptable).
• 3+ years of experience with Google Workspace administration.
• 2+ years of experience with endpoint security solutions (SentinelOne, CrowdStrike, or similar).
• Proven experience with IT service management principles and advanced ticketing system workflows (Jira Service Desk).
• Strong background in access management, identity governance, and user lifecycle management.
• Demonstrated ability to lead IT initiatives and drive process improvements.
• Excellent communication skills with experience training and mentoring non-technical team members.
• Strong project management and organizational skills with the ability to manage multiple priorities.
• Experience working in fast-paced startup or scale-up environments.
• Upper-intermediate English level.

Responsibilities

• Manage end-to-end device lifecycle using Rippling, including procurement, configuration, deployment, and retirement.
• Maintain accurate asset inventory and tracking across all company devices.
• Configure and deploy standardized device images with security controls and required software.
• Coordinate device shipping and logistics for our remote-first team.
• Handle device troubleshooting, repairs, and replacements.
• Process access requests through Jira Service Desk with appropriate approval workflows.
• Perform user onboarding and offboarding procedures, including account provisioning and deprovisioning.
• Handle password resets, account lockouts, and basic user support issues.
• Maintain accurate user directories and access controls across all systems.
• Provide technical support and guidance to team members as needed.
• Provide IT support across multiple time zones with defined SLAs for response and resolution.
• Build and maintain an internal IT knowledge base and self-service portal to reduce repetitive support requests.
• Develop and distribute troubleshooting guides and FAQs for common issues.
• Proactively identify technology pain points and friction across the organization.
• Run periodic IT satisfaction surveys and incorporate feedback into support improvements.
• Maintain a positive, responsive approach to IT support across the remote team.
• Deploy and manage SentinelOne across all endpoints with proper configuration and monitoring.
• Implement and maintain security policies and procedures.
• Monitor and respond to security alerts and incidents.
• Assist with security audits and assessments.
• Ensure proper access controls on sensitive data repositories.
• Monitor and audit data access and sharing practices.
• Maintain data inventory and processing records for compliance purposes.
• Assist with projects to improve our data security, e.g., review and implement policies around PII, data classification, and retention policies.
• Manage integrations between tools and troubleshoot connectivity or sync issues.
• Support the delivery of security awareness training programs.
• Run phishing simulations and track completion rates for compliance purposes.
• Keep the team informed on emerging threats and security best practices.
• Drive completion of IT-related tasks across the organization through effective communication and follow-up.
• Identify opportunities to automate routine IT processes and workflows.
• Maintain documentation for IT procedures, policies, and system configurations.
• Participate in incident response and business continuity planning.
• Track and report on key IT metrics, including ticket volume, resolution time, device health, and license utilization.
• Provide regular reporting to leadership on IT support trends and areas for improvement.
• Use data to identify recurring issues and prioritize process improvements.

Skills

IT Support

Device management

Google Workspace

Endpoint security

Jira Service Desk

Access management

Leadership

Communication

Project management

Startup experience

English (upper intermediate)

Tools

Rippling

Jamf

Intune

Jira Service Desk

SentinelOne

CrowdStrike

Google Workspace

Job description

WHY JOIN US

If you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you!

ABOUT THE ROLE

We are looking for a Senior IT Support Specialist to manage devices, access, and IT support for a remote-first team, including security and compliance tasks.

MUST HAVES

• 4+ years of experience in IT support, systems administration, or IT operations roles.
• 3+ years of hands-on experience with device management platforms (Rippling preferred, but Jamf, Intune, or similar acceptable).
• 3+ years of experience with Google Workspace administration.
• 2+ years of experience with endpoint security solutions (SentinelOne, CrowdStrike, or similar).
• Proven experience with IT service management principles and advanced ticketing system workflows (Jira Service Desk).
• Strong background in access management, identity governance, and user lifecycle management.
• Demonstrated ability to lead IT initiatives and drive process improvements.
• Excellent communication skills with experience training and mentoring non-technical team members.
• Strong project management and organizational skills with the ability to manage multiple priorities.
• Experience working in fast-paced startup or scale-up environments.
• Upper-intermediate English level.

NICE TO HAVES

• 5+ years of experience in high-growth SaaS companies or technology startups.
• Experience with data privacy regulations (GDPR, CCPA, SOX) and implementation.
• Advanced scripting and automation experience (Python, PowerShell, Bash).
• Experience leading IT teams or mentoring junior IT staff.
• Background in vendor management and IT procurement processes.
• Experience with enterprise-grade backup and disaster recovery solutions.

WHAT YOU WILL DO

Device & Asset Management

• Manage end-to-end laptop lifecycle using Rippling, including procurement, configuration, deployment, and retirement.
• Maintain accurate asset inventory and tracking across all company devices.
• Configure and deploy standardized device images with security controls and required software.
• Coordinate device shipping and logistics for our remote-first team.
• Handle device troubleshooting, repairs, and replacements.

User Support & Access Management

• Process access requests through Jira Service Desk with appropriate approval workflows.
• Perform user onboarding and offboarding procedures, including account provisioning and deprovisioning.
• Handle password resets, account lockouts, and basic user support issues.
• Maintain accurate user directories and access controls across all systems.
• Provide technical support and guidance to team members as needed.
• Provide IT support across multiple time zones with defined SLAs for response and resolution.
• Build and maintain an internal IT knowledge base and self-service portal to reduce repetitive support requests.
• Develop and distribute troubleshooting guides and FAQs for common issues.
• Proactively identify technology pain points and friction across the organization.
• Run periodic IT satisfaction surveys and incorporate feedback into support improvements.
• Maintain a positive, responsive approach to IT support across the remote team.

General IT Support

• Deploy and manage SentinelOne across all endpoints with proper configuration and monitoring.
• Implement and maintain security policies and procedures.
• Monitor and respond to security alerts and incidents.
• Assist with security audits and assessments.
• Ensure proper access controls on sensitive data repositories.
• Monitor and audit data access and sharing practices.
• Maintain data inventory and processing records for compliance purposes.
• Assist with projects to improve our data security, e.g., review and implement policies around PII (Personally Identifiable Information), data classification, and retention policies.
• Manage integrations between tools and troubleshoot connectivity or sync issues.
• Support the delivery of security awareness training programs.
• Run phishing simulations and track completion rates for compliance purposes.
• Keep the team informed on emerging threats and security best practices.

Process Improvement & Automation

• Drive completion of IT-related tasks across the organization through effective communication and follow-up.
• Identify opportunities to automate routine IT processes and workflows.
• Maintain documentation for IT procedures, policies, and system configurations.
• Participate in incident response and business continuity planning.
• Track and report on key IT metrics, including ticket volume, resolution time, device health, and license utilization.
• Provide regular reporting to leadership on IT support trends and areas for improvement.
• Use data to identify recurring issues and prioritize process improvements.

PERKS AND BENEFITS

• Professional growth: Mentorship, TechTalks, and personalized growth roadmaps.
• Competitive compensation: USD-based pay with education, fitness, and team activity budgets.
• Exciting projects: Modern solutions with Fortune 500 and top product companies.
• Flextime: Flexible schedule with remote and office options.