Senior Help Desk Technician ID90031
AgileEngine
- Location
- Remote (Medellín, Antioquia)
- Employment
- Full-time
- Level
- Senior Level
Posted 2 days ago
About the role
AgileEngine is an Inc. 5000 software development company seeking a Senior IT Support Specialist to manage device lifecycles, access, and security for a remote-first team. The role focuses on maintaining endpoint security, improving IT processes through automation, and supporting a global workforce.
Skills
IT Support
Device Management
Google Workspace Administration
Endpoint Security
Access Management
Identity Governance
User Lifecycle Management
Jira Service Desk
Rippling
SentinelOne
IT Service Management
Process Improvement
Automation
Incident Response
Project Management
Communication
Perks
- Flexible Schedule
- Education Budget
- Fitness Budget
- Team Activity Budget
- Remote Work
Full job details
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.