Support Engineer I

**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
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- **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.).