The opportunity

• The life we create within our virtual walls, every day
• Our B Corp certification
• Being Great Place to Work certified in all eligible countries
• The work we’ve done with some of the world’s most innovative companies

The role

Role responsibilities

• Delivering remote helpdesk support to our Lat Am user base, helping to triage, diagnose hardware and software issues and administer software, systems, and tools (e.g. Google Workspace, Microsoft 365, Slack, Zoom, Jira, Miro, mac OS, Windows 10 + 11)
• Managing requests and tickets using our ITSM ticketing system (Freshservice & Jira Service Desk), responding and resolving in line with our team’s SLAs
• Onboarding and offboarding of new hires to our software and systems
• Deployment, management, and asset tracking of laptops and other IT equipment associated with your region
• Maintain the functionality of meeting rooms tech and cables/adapters (conference rooms, audio, visual)
• Building our knowledge base, creating user documentation, and developing our self-service capabilities
• Sharing knowledge and collaborating with our newly-formed global Connective Digital Services team

Minimum qualifications

• 2 + years experience in an IT support role (service desk)
• Knowledge/experience with mac OS, Windows, and Saa S administration and support
• Knowledge/experience with Microsoft 365 applications & ecosystem, Entra ID, Intune, etc.
• Understanding of network infrastructure and protocols (Wireless, LAN, WAN, VPN).
• i OS and Android devices troubleshooting skills.
• Advanced English skills.

Preferred qualifications

• Strong customer service mindset
• Demonstrated aptitude for continuous learning and innovative thinking
• Ability to work independently with little direction, and also in a team environment
• Strong written, oral, and interpersonal skills with a demonstrated ability to communicate with internal staff
• Ability and willingness to provide occasional support off-hours when necessary
• An awareness of information security best practices
• Jamf Pro and Intune/Endpoint Manager experience is a plus
• 2+ years experience administering Microsoft 365
• Experience working to ITIL practices

About Kin + Carta