Senior Help Desk Technician ID90031

AgileEngine; Medellín; Remote; COP 221,498,000 - 316,426,000; Full time

Benefits offered by this job

Professional growth

USD-based pay

Exciting projects

Flextime

Job summary

AgileEngine, LLC. in Medellín (remote-first) seeks a Senior IT Support Specialist to manage devices, access, and IT support for a distributed team.

You will handle device lifecycle with Rippling, enforce security policies, and support users across multiple time zones with defined SLAs. Ideal candidates have 4+ years in IT support, strong knowledge of Google Workspace, endpoint security, and IT service management.

Qualifications

• 4+ years of experience in IT support, systems administration, or IT operations.
• 3+ years with device management platforms (Rippling preferred; Jamf/Intune acceptable).
• 3+ years of Google Workspace administration.
• 2+ years of endpoint security solutions (SentinelOne/CrowdStrike).
• Experience with IT service management and Jira Service Desk workflows.
• Strong access management and identity governance experience.
• Proven ability to lead IT initiatives and improve processes.
• Excellent communication; capable of training non-technical members.
• Strong project management and ability to handle multiple priorities.
• Experience in fast-paced startup or scale-up environments.
• Upper-intermediate English.

Responsibilities

• Device & Asset Management: manage end-to-end laptop lifecycle using Rippling, plus inventory tracking.
• Configure and deploy secure device images and software.
• Coordinate device shipping for remote-first teams.
• Handle device repairs and replacements.
• User Support & Access Management: process access requests via Jira Service Desk.
• User onboarding/offboarding, provisioning and deprovisioning.
• Provide IT support across multiple time zones with defined SLAs.
• Build internal IT knowledge base and self-service portal.
• Develop troubleshooting guides and FAQs.
• Identify technology pain points and drive improvements.
• Run IT satisfaction surveys and act on feedback.
• Maintain positive IT support across remote team.

Skills

Leadership

Project management

Training & mentoring

English (Upper-intermediate)

Communication skills

Tools

Rippling

Jamf

Intune

Google Workspace

SentinelOne

CrowdStrike

Jira Service Desk

Job description

AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards.

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.