| IT Support Specialist

Location: San Jose, Costa Rica

Setting: Hybrid (1 day a week in the office, with flexibility to come in more often occasionally for urgent issues)

Working Hours: Part-time, 50%; flexible split-shift schedule (3 mornings and 2 afternoons, or vice versa)

We are seeking an IT Support Specialist alongside our IT Administrator. You will handle first-line support across our global operations, help onboard and offboard employees, and learn to administer systems such as Azure/Entra ID and Office 365. This is a hands-on role for someone early in their IT career who wants close mentorship, real production responsibility from day one, and a clear path toward system administration.

Key Responsibilities

• User Onboarding and Offboarding: Set up new equipment and accounts for global employees so they are ready by their start date.
• Technical & Remote Support:
  Deliver level 1 support for software, hardware, and access issues, resolving end-user problems for our global teams both on-site and remotely so distributed users stay productive.
• System Administration: Configure and manage users within Azure/Entra ID and Office 365, with guidance from the IT Administrator as you build depth.
• Access and Security Administration: Help administer multi-factor authentication (MFA), user access and permissions, and endpoint compliance so company accounts and devices stay secure.
• Help Desk Management: Work the Jira Service Management queue to track, triage, and resolve internal requests.
• Hardware Maintenance: Troubleshoot, repair, and manage inventory for both Windows and Mac OS devices.
• Network Troubleshooting: Diagnose and resolve basic networking issues such as Wi-Fi, VPN, and DNS/DHCP connectivity for both in-office and remote users.
• Documentation: Create and update technical protocols and reports so IT processes stay clear and repeatable.
• Procurement Support: Help research IT suppliers and request quotations for new equipment.

Required Qualifications

• Experience: 1-2 years in tech support, customer support, or similar.
• Education: Active student in Computer Science, Information Technology, or a related field, ideally with at least a year of study remaining. Recent graduates will also be considered.
• Technical Knowledge:Basic understanding of IT support, ITSM concepts, technical documentation, and basic troubleshooting.
• Languages: Fluent English (written and spoken).
• Other Skills: Strong organization, clear communication, a proactive mindset, and a genuine eagerness to learn and be coached.

Advantages

• Experience in IT support roles.
• Exposure to Office 365 administration, helpdesk tools (preferably Jira), and Mac OS and Windows troubleshooting.
• Networking knowledge: DNS, TCP/IP, DHCP, and routing.
• Familiarity with Jira Service Management.
• Early exposure to Azure/Entra ID administration.