IT Support Technician I - Buenos Aires
About The Position
Interlaced is a cloud-focused IT services provider, providing outsourced IT services for innovative businesses across the globe. We specialize in designing, implementing, and supporting cutting edge technology infrastructure that helps our clients scale and achieve their missions. We are cloud focused and offer professional development pathways with accompanying training programs. We work with cutting edge clients in forward thinking industries like tech startups, biotech and digital agencies. We are poised for significant growth and need you to help us achieve it! We are a team of hungry, innovative, technology-lovers who are excited to build something amazing together.
Requirements
- Knowledge of common business technologies.
- Experience working in diverse technical environments.
- Experience with various cloud infrastructure components.
- Efficient problem-solving skills.
- High technical skills and experience.
- Ability to stay up to date with the latest technology trends.
- Ability to quickly incorporate new techniques and processes.
- Personable with the ability to interact with each level of the client's business, from the front desk to the CEO.
- Ability to simplify complex technical solutions and convey them to end users.
- Minimum of 1+ years working in IT, with a focus on help desk and customer support.
- Dedicated working environment/home office with stable internet connection.
- B2 or higher proficiency in English.
Nice To Haves
- Proficiency in Meraki, Ubiquiti, MacOS, Windows Desktop OS, Microsoft Azure, AWS, Google Cloud Platform, Microsoft 365, Google Workspace, Slack, OneLogin, Okta, Jumpcloud, SSO, SentinelOne, SPF, DKIM, DMARC, DNS Filter, Datto / Backupify, Comet Backup, BackBlaze, Zoom, Microsoft Teams, RingCentral, Addigy, JumpCloud MDM, Kandji, Microsoft Intune, Mosyle.
Responsibilities
- Acting as a key layer of Interlaced's support team, clearly communicate availability to IT Support Associates and schedule client responsibilities proactively.
- Be self-sufficient when taking proactive and reactive tickets, escalating to IT Support Technician II only when a documented solution fails or Interlaced SLA is in jeopardy.
- Serve as the gatekeeper for the Key Contact approval process and contact verification.
- Take reactive support tickets to resolution and escalate if needed.
- Work on proactive maintenance, internal initiatives, or personal education when not working with clients.
- Review and action Brightgauge dashboard KPIs for performance (SLA, Resolution Time, Stale Tickets, etc.).
- Develop knowledge of internal Interlaced systems and client-facing technology solutions.
- Develop knowledge of Interlaced clients and Interlaced's service plans.
- Gain a basic understanding of Interlaced's project offerings and identify areas of opportunity for Interlaced clients.
- Under direct supervision, work on assigned project tasks for assigned clients.
- Complete assigned training, shadowing, and identify areas of interest for future education.
- Provide training to IT Support Associates and new Interlaced employees.
Benefits
- Competitive compensation ($18,000-$22,000 annual DOE) and open ended contract
- Cell phone and health & wellness reimbursements
- 5 paid Vacation days annually
- 16 paid Holidays annually - 6 fixed and 10 flexible
- 2 paid volunteer days annually
- Paid sick time
- Peer-to-peer bonus allowance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
