IT Support Technician L1

We are seeking a Level 1 IT Support Technician to join our Managed Services team. The ideal candidate will deliver exceptional helpdesk and technical support to clients across diverse industries, including Healthcare, Government Contracting, and Construction , ensuring compliance with HIPAA and CMMC standards . This role provides remote support within standard business hours (Monday–Friday, 9 AM–5 PM EST) , with participation in after-hours on-call rotation for critical issues (P1/P2) . Key Responsibilities Technical Support Provide Level 1 technical support via ticketing system, phone, and remote sessions. Troubleshoot and resolve issues related to: Microsoft 365 administration ( Exchange, Teams, SharePoint, OneDrive ) Intune device management and endpoint compliance Windows and macOS operating systems Unifi networking (gateways, switches, access points) Basic networking (VLANs, VPNs, IP configuration) Active Directory Virtualization (Hyper-V or VMware) Google Workspace administration Support collaboration tools such as: Microsoft Teams Zoom Slack Manage user onboarding and offboarding , including: MFA / Conditional Access setup Device enrollment Escalate complex issues to internal senior technicians or local field technicians when necessary. Monitoring & Maintenance Monitor alerts via: Intune Microsoft Defender UniFi dashboards Apply patches and updates through: Intune Windows Update for Business (WUfB) Ensure device and network security alignment with: CIS benchmarks Applicable compliance frameworks Document incidents, resolutions, and preventive recommendations in internal systems. Compliance & Documentation Maintain documentation in Hudu and per-client compliance systems, including: SSPs CRMs Policy repositories Adhere to HIPAA and CMMC data security protocols and company confidentiality requirements. Support data backup and disaster recovery operations using: Veeam Acronis Document customer IT environments, including: Network diagrams Asset inventories Configuration notes Create internal knowledge base (KB) articles for recurring issues and solutions. Required Skills Hands-on experience with: Microsoft 365 administration and troubleshooting Microsoft Intune and Endpoint Manager Windows 10/11 and macOS Unifi network devices and VPN configurations Ticketing systems and remote monitoring tools Active Directory Windows Server Virtualization (Hyper-V or VMware) Google Workspace administration . Strong diagnostic and communication skills with the ability to explain complex issues in plain language. Customer-first attitude and commitment to SLAs and service excellence. Reliability, professionalism, and integrity in handling sensitive information. Fluent in both Spanish and English. Experience in a customer-facing role. Preferred Certifications CompTIA A+ CompTIA Network+ CompTIA Security+ Microsoft 365 Certified: Modern Desktop Administrator Bonus Points For Experience in an MSP (Managed Service Provider) environment. Exposure to compliance frameworks such as: HIPAA CMMC Level 2 FedRAMP Moderate Bilingual proficiency (English/Spanish), particularly valuable for construction industry clients. Growth Path 3 Months: Independently handle L1 queue, follow SOPs, and maintain documentation. 6 Months: Handle L2 escalations and contribute to process documentation. 12 Months: Lead improvements in SLA performance and mentor junior technicians. Salary: COP $4.200.000 Work From Home. Indefinite contract with all mandatory legal benefits. Training & Development. Opportunities for professional growth and development. A collaborative and supportive international team environment.