Service Desk Specialist

Summary

Join Ideals, a global B2B SaaS company, as a remote Service Desk Specialist based in Argentina or Colombia. You will provide efficient technical support to Ideals employees, maintain internal service health, manage cloud server lifecycles and hardware, and administer cloud services. Collaborate with various teams on IT projects and contribute to developing IT policies and automation. This role requires 5 years of experience as a Service Desk Specialist, advanced English proficiency, and strong technical problem-solving skills. Ideals offers a remote-first model, a home office setup budget, wellness benefits, paid time off, and various professional development opportunities.

Requirements

• 5 years of experience as a Service Desk Specialist / L3 level of internal IT Support
• Advanced level of English (C1), both spoken and written
• Strong technical problem-solving and troubleshooting skills
• Experience in installation, configuration, and troubleshooting of Windows or macOS
• Experience in supporting cloud solutions, including managing user accounts, groups, and access permissions in cloud services such as Google Workspace or Zoom
• Experience with installation and administration of client software via software management tools such as Jump Cloud or SCCM
• Knowledge of IT Service Management tools
• Experience in managing IT assets, such as laptops and monitors, in a Configuration Management Database (CMDB)

Responsibilities

• Provide efficient remote technical support to Ideals employees
• Maintain internal service health: monitor, diagnose, and resolve failures
• Manage cloud server lifecycle: procurement, contract renewals, and optimization
• Manage hardware-related tasks, including overseeing the shipping, retrieval, and tracking of employee equipment through our vendor
• Enroll and manage Windows and macOS devices through MDM solutions
• Administer cloud services: access, usage, licensing, and automation
• Develop IT policies and implement automation
• Collaborate with the Information Security team on security-related tasks
• Execute seamless migrations of cloud and on-premises services

Preferred Qualifications

• Knowledge in networking fields
• Experience with creation and administration of basic workflows in Jira
• Cisco-issued certification / ITIL foundation / Comptia A+ or above
• Basic experience in PowerShell and Bash

Benefits

• Remote-first model with teams distributed globally
• Home office set up budget
• High-end laptop, monitor and any additional IT equipment needed
• Reimbursement of co-working space expenses
• Wellness budget for sports, yoga, mental, and other health-related activities
• Reimbursement of participation in sports competitions
• Paid time off following the legislation and common market practice
• Individual Development Plan based on your career interests
• Generous budget for learning and development activities
• Professional and self-development books and subscriptions compensation
• Ideals’ support of your passion as a speaker or writer
• Internal growth and internal mobility opportunities
• Budget for local gatherings in global locations
• Generous internal referral program