Company Overview: Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer many opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries. We are seeking an IT Support Analyst with a strong English level to join our team. Here are the challenges that our next warrior will face and the requirements we look for: Position Title: IT Support Analyst Location: Remote - LATAM What you will be doing: We are looking for an IT Support Analyst to join our team. This role will be responsible for providing best-in-class technical support that will ensure team members have the tools and technology they need to set them up for success from onboarding and throughout the team member’s life cycle. Responsibilities include answering support tickets that involve user and group administration, installation/configuration/upgrading software, troubleshooting networking or printing issues, and providing follow-up updates/clear resolution documentation on these efforts according to established SLOs. The prospective candidate will also be responsible for creating and updating SOP documentation and best practice job aides that will be available to end-users as well as conducting IT onboarding sessions with incoming new hires. This individual should be able to work flexible hours as needed. Your responsibilities will include: - Provide world-class customer support to internal end-users and stakeholders - Answering employee questions regarding systems and software - Providing continuous and frequent updates on the status of service requests to reporters and team - Ensuring all new Pie-oneers have their computer and applications set up and ready for use on their first day. - Provision/Deprovision accounts/computers. - Set up and document all required access for new employees. - Provide IT assistance via remote support channels to all Pie employees for a multitude of operational tasks e.g. password resets, access requests, and application support. - Provide IT networking assistance regarding connectivity with wired/wireless connections. - Installing new software and hardware drivers / updating existing drivers - as needed. - Logging all service requests and updating tickets as needed Requirements & Qualifications To excel in this role, you should possess: - High school diploma or GED Required - Associate Degree - Trade or Technical school (certificate or diploma) - Direct interaction with people is central to this role. - +2 years of IT Support and Systems Administration experience - +2 years of networking experience (LANs, WANS, Wireless Technologies) - Knowledge of setting up and administering cloud-based infrastructure systems is required. Working with Okta, Jira, ServiceNow, Ticketing systems, Google Workspace, Office 365, Zoom, Slack, and cloud anti-virus, such as Sophos is highly preferred. - Working knowledge of VoIP technologies (Five9, Zoom Phone, etc.) - Knowledge of working with remote desktop systems (RDP) is required. Connectwise Control is mandatory - Strong interpersonal and communication skills. - Customer service skills, written and spoken - Adaptability and patience - Strong problem-solving skills, with the ability to quickly resolve issues as they arise. - Working with device management software programs, specifically Addigy or Intune/Endpoint Management is highly preferred Why you will love Lean Tech: - Join a powerful tech workforce and help us change the world through technology - Professional development opportunities with international customers - Collaborative work environment - Career path and mentorship programs that will lead to new levels. Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will be vital to our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr