Senior IT Support Specialist

About the role

The Senior IT Support Specialist will ensure stable daily IT operations for Colombia‑based and regional users, covering desktops, laptops, email, security tools and hardware. The role combines hands‑on technical support with proactive improvement of security and efficiency, acting as the local subject‑matter expert for macOS, Windows and enterprise software.

Key responsibilities

• Install, configure, and troubleshoot macOS and Windows workstations, printers, mobile devices and peripherals for both on‑site and remote staff.
• Apply OS patches, software upgrades and resolve performance issues before they affect business operations.
• Manage help‑desk tickets, providing Tier 1 and Tier 2 support via ITSM tools and escalating complex cases with detailed documentation.
• Perform root‑cause analysis on recurring incidents and implement permanent solutions.
• Maintain accurate inventory of hardware, software licences and oversee provisioning for new hires and equipment recovery.
• Administer user accounts, access permissions and identity provisioning across Active Directory, Microsoft 365 and Google Workspace.

Required profile

• 3–4 + years of hands‑on experience in IT desktop support, technical helpdesk or systems administration.
• Intermediate to upper‑intermediate English (B1/B2) with the ability to communicate professionally with regional and global teams.
• Proven knowledge of macOS and Windows 10/11 installation, configuration and troubleshooting.
• Experience supporting Microsoft 365, Google Workspace and standard productivity tools.
• Familiarity with Active Directory or Azure AD for user and access management.
• Solid understanding of networking fundamentals such as TCP/IP, DNS, DHCP, VPN and Wi‑Fi.

Required skills

• macOS
• Windows 10/11
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Google Workspace
• Active Directory / Azure AD
• TCP/IP, DNS, DHCP, VPN, Wi‑Fi
• Jamf
• Microsoft Intune
• Endpoint security and antivirus solutions
• Enterprise backup and recovery procedures
• ServiceNow, Jira or Zendesk ticketing platforms
• Remote desktop support tools
• Adobe Creative Cloud (basic familiarity)