**Job Title: Support Engineer I - LATAM** **Location**: Medellin (Conquistadores), Colombia (No remote work initially - possibility to work partially remote after training, office-based only) **Available Shifts**: From 8am to 5pm (Friday to Tuesday) **Salary Range**: $3,000,000 - $7,000,000 COP per month, based on experience and English proficiency **Company Overview**: **TechPulse,** an IT Managed Services Provider, seeks a motivated individual to join our team as a Support Engineer. This full-time role offers a competitive salary, overtime pay, and benefits. We are looking for someone to start immediately to support our client's IT infrastructure, which includes servers, storage, firewalls, routers, and desktops. **Key Responsibilities**: - Log all help desk interactions with detailed notes and accurate timekeeping in our ticketing system. - Support Microsoft 365 environments, including Office 365, AzureAD, Intune, and Autopilot. - Offer technical assistance for modern operating systems such as Windows 10, Windows 11, MacOS, Android, and iOS. - Manage urgent situations effectively by identifying critical issues and escalating them appropriately. - Document solutions, track problems, route requests, and manage software licenses and installations. - Work independently and collaboratively on multiple projects or tasks. **Minimum Qualifications**: - At least 1 year of experience in a technical support role within an MSP Helpdesk, or - At least 2 years of helpdesk experience in a corporate IT environment, plus - At least 1 year of Office 365 support experience in a multitenant setting. **Desirable Technical Skills/Experience**: - Basic understanding of Windows Server (DHCP, DNS, File Sharing, etc.). - Desktop support for AD and AzureAD environments on Windows 10/11. - Familiarity with Autopilot/Intune, PC hardware, software, and peripheral troubleshooting. - Experience with Microsoft Azure Virtual Desktop or VMware Horizon. - VoIP-based PBX systems knowledge. - Certifications are a plus but not required. **On-Call Rotation Requirement**: - Must be willing to participate in an on-call rotation, including paid overtime, for a 7-day period once every 6-10 weeks. On-call engineers handle escalation tickets from the overnight helpdesk, with mínimal interruptions. **Business Skills Required**: - Excellent written and verbal communication skills (C1 level English preferred). - Self-managed, detail-oriented, and consistent in delivering quality work. - Professional demeanor, punctuality, and strong team collaboration skills. - A passion for continual learning and personal growth. **Additional Benefits**: - Comprehensive Colmedica Diamante Elite health insurance (100% employer-paid) - All legally mandated Colombian benefits - Paid Time Off beyond legal requirements - Travel/Transportation stipend - Education and professional development benefits - Opportunities for career growth within the company -------------------------------------------------------------------------------------------------------------------------- - **Puesto Laboral: Ingeniero de Soporte I** **Ubicación**: Medellín (Conquistadores), Colombia (únicamente en oficina) **Turnos disponibles**: De 8am a 5pm de viernes a martes. **Rango Salarial**: $3,000,000 - $7,000,000 COP mensuales, basado en experiência y dominio del inglés **TechPulse,** proveedor de servicios gestionados de TI, busca un individuo motivado para unirse a nuestro equipo como Ingeniero de Soporte. Este rol de tiempo completo ofrece un salario competitivo, pago de horas extras y beneficios. Estamos buscando a alguien para comenzar de inmediato para apoyar la infraestructura de TI de nuestros clientes, lo que incluye servidores, almacenamiento, firewalls, routers y escritorios. **Responsabilidades Clave**: - Brindar soporte técnico en persona, por teléfono o electrónicamente a través de correo electrónico. - Registrar todas las interacciones del servicio de asistencia con notas detalladas y cronometraje preciso en nuestro sistema de tickets. - Dar soporte a los entornos de Microsoft 365, incluyendo Office 365, AzureAD, Intune y Autopilot. - Ofrecer asistencia técnica para sistemas operativos modernos como Windows 10, Windows 11, MacOS, Android y iOS. - Gestionar situaciones urgentes de manera efectiva identificando problemas críticos y escalándolos apropiadamente. - Documentar soluciones, rastrear problemas, dirigir solicitudes y manejar licencias e instalaciones de software. - Trabajar de manera independiente y colaborativa en múltiples proyectos o tareas. **Cualificaciones Mínimas**: - Al menos 1 año de experiência en un rol de soporte técnico dentro de un Helpdesk de MSP, o al menos 2 años de experiência en un Helpdesk en un entorno corporativo de TI - Al menos 1 año de experiência de soporte en Office 365 en un ambiente multi inquilino **Habilidades Técnicas/Experiência Deseable**: - Comprensión básica de Windows Server (DHCP, DNS, Compartir Archivos, etc.).