IT Support Technician (MSP)

About the role

An office-based IT Support Technician position in La Castellana, Medellín, working full-time Monday to Friday, 10:00 AM to 7:00 PM Colombia time (shifts may vary by one hour due to seasonal Mountain Time changes; holiday work may be required with advance notice). The role covers a wide range of technologies including Microsoft 365, Windows Server, business applications, networking, VoIP and cloud environments. Experience supporting multiple customers, especially in an MSP setting, is highly valued.

Key responsibilities

• Provide remote technical support for client workstations, servers and network devices.
• Troubleshoot application issues across industries, including QuickBooks, Dentrix, Dexis, Sage and Dolphin.
• Fix printer and scanner issues, workstation performance, software installs and OS problems.
• Support Microsoft 365 users, including user administration, Exchange Online, Microsoft Teams, SharePoint Online, Conditional Access policies and basic security administration.
• Resolve server issues such as Active Directory, DNS, DHCP, Group Policy, file shares and permissions.
• Troubleshoot network connectivity, switching, wireless, VPN, ISPs and firewalls.
• Support VoIP phones, desk phones, softphones, call routing, voicemail and call quality, and assist with user provisioning and phone deployment.
• Work with vendors and senior engineers on complex infrastructure and telephony issues, document work in tickets and deliver professional customer service.

Required profile

• Fluent English and Spanish, written and spoken.
• Strong troubleshooting, problem-solving and communication skills.
• Ability to learn new line-of-business applications quickly and manage several priorities in a fast pace.
• Self-motivated and able to work independently.
• Preferred: previous MSP experience and familiarity with Sophos firewalls, Ubiquiti switches and access points, RMM and PSA platforms, and cybersecurity best practices.

Required skills

• Server and desktop operating systems, printers and scanners, remote support tools
• Active Directory, DNS, DHCP, Group Policy, basic networking
• Microsoft 365 environments
• Basic VoIP troubleshooting

What we offer

• Base salary of $4,000,000 to $5,500,000 COP per month, depending on experience and English level.
• Indefinite-term contract with full legal benefits.
• Health insurance through AXA Colpatria Fesalud Amparado, paid 100% by the employer.
• Paid time off beyond legal requirements.