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.
