Remote IT Support Engineer

About the role

Masabi builds fare collection platforms for public transport, and its global, remote-first team needs IT support that keeps the technology running smoothly. As IT Support Engineer, you will handle day-to-day IT for people across the business: fixing issues, setting up access and devices, and keeping systems secure and reliable. You will also spot patterns in support tickets and improve processes so the same problems do not recur. The role is fully remote and open only to candidates based in Colombia.

Key responsibilities

• Be the first point of contact for IT support across the company, resolving hardware, software and access issues via Slack, Jira and other channels for a team across time zones
• Tackle complex or unresolved issues and recurring problems, digging into root causes
• Set up and manage accounts, access and permissions in Google Workspace, identity management and SaaS tools
• Work with People Operations on smooth, secure onboarding and offboarding
• Manage company devices and IT inventory, from provisioning to retirement
• Manage IT suppliers (e.g. Atlassian, LastPass, JetBrains) and work with Finance on licences, renewals and costs
• Use AI and automation to streamline support and keep documentation, guides and self-service resources up to date
• Partner with the Security team on compliance activities and internal controls

Required profile

• Experience in IT support or a helpdesk role, ideally in a modern, SaaS-driven environment
• Comfortable troubleshooting on Mac and Windows, with exposure to SaaS tools and end-user devices
• Hands-on experience administering Google Workspace or a similar identity platform
• Clear written and spoken English, and a habit of documenting how things work
• Happy working remotely in a distributed team and good at asking for input when needed

Required skills

• Nice to have: Jira Service Management or similar ticketing tools
• Nice to have: familiarity with MDM tools such as Intune
• Nice to have: exposure to security and compliance frameworks such as SOC 2 or ISO 27001
• Nice to have: experience managing SaaS vendors and licensing
• Nice to have: basic scripting or automation (Bash, PowerShell, or AI-assisted)