IT Support Engineer

Summary

Join Masabi as an IT Engineer and provide essential technical support to employees across the globe. You will diagnose and resolve a wide range of IT issues, collaborate with various teams, and ensure a smooth-running technology environment. Responsibilities include troubleshooting technical problems, managing IT assets, creating documentation, and supporting compliance efforts. This fully remote role, based in Colombia, requires experience supporting enterprise software and strong communication skills. A people-focused mindset and a passion for technology are essential. Masabi offers competitive benefits, including paid vacation, private healthcare, and a monthly team bonding allowance.

Requirements

• Experience supporting enterprise software in an internal, user-facing role
• Comfortable troubleshooting technical issues and exploring root causes
• Effective communication skills in English (both verbal and written) with attention to clarity and detail
• Able to work independently and as part of a distributed team
• A people-focused mindset, committed to providing great service
• Curious about technology and eager to learn
• Keen to share knowledge and help others
• Awareness of basic cyber security concepts
• Organised and able to manage time and priorities effectively

Responsibilities

• Provide approachable, professional support to Masabi people by diagnosing and resolving both technical and non-technical IT issues
• Troubleshoot and resolve a range of IT-related matters, including software, hardware, networking, and access management
• Assist with procuring licenses for the software and tools used across the company
• Support employee onboarding by preparing and configuring hardware and software
• Manage offboarding tasks in line with security requirements, ensuring timely closure of accounts and return of equipment
• Track and maintain IT hardware and assets, including procurement, lifecycle management, and home working equipment
• Create and update IT documentation, internal knowledge bases, and self-service resources
• Support compliance efforts by helping manage PCI controls and frameworks such as SOC2 Type 2 and ISO27001

Preferred Qualifications

• Experience with operating systems like Windows, macOS, or Linux
• Familiarity with ticketing tools (e.g. Jira Service Management)
• Understanding of user management systems (e.g. Active Directory, Google Workspace Admin)
• Exposure to mobile device management (MDM) tools, ideally Intune
• Experience with cloud platforms such as AWS
• Basic knowledge of scripting languages (e.g. PowerShell, Bash)

Benefits

• 15 days paid vacation for each year of service plus 18 public holidays
• Private Healthcare
• Monthly team bonding allowance
• Menopause support
• Choice of a workstation
• Ability to work for up to 3 months per year from any country in the world
• Fun and collaborative environment with a focus on making a difference in the world
• In addition to the above, as an employee, you will also have access to a training allowance of up to $750 USD and $250 USD to spend on your home office every year