Initial Requirements to Apply

1️⃣ B2+ English level or higher (interviews and daily work are primarily conducted in English).
2️⃣ Must reside in Colombia and have legal authorization to work in the country.
3️⃣ 5+ years of professional experience in IT, advanced technical support, infrastructure operations, or Managed Service Provider (MSP) environments.

Required Knowledge / Experience

Technical Skills

• 5+ years of experience working with Windows systems, including Windows Server, Active Directory, and Group Policy Objects (GPOs).
• Hands-on experience with virtualization technologies, including: VMware and Citrix
• Solid knowledge of networking fundamentals, including: LAN / WAN, Firewalls, VPN and Basic routing.
• Experience with system monitoring and performance analysis.
• Experience using ticketing systems, preferably ConnectWise or other ITSM tools.
• Knowledge of backup and disaster recovery solutions.
• Basic to intermediate experience with hybrid cloud environments (Azure, AWS, GCP, or similar).
• Ability to document system configurations, incidents, and technical procedures clearly and accurately.

Certifications (Required or Strongly Preferred)

Candidates are expected to hold one or more professional IT certifications, or demonstrate equivalent hands-on experience:

• Microsoft MCP, MCSA, or MCSE
• Microsoft Certified: Windows Server / Azure Administrator (preferred)
• VMware VCP (highly preferred)
• Citrix CCEA or CCIA
• Cisco CCNA
• SonicWall CSSA or equivalent firewall/security certification
• ConnectWise CCPA
• LabTech / Automate LTCP (preferred)

📌 Certifications are not all mandatory, but at least one infrastructure‑related certification is strongly preferred.

Professional Skills

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
• Strong customer service orientation with excellent communication skills.
• Proven ability to diagnose and resolve complex technical issues.
• Ability to work independently in dynamic and fast‑paced environments.
• Strong time management, multitasking, and ticket prioritization skills.

🛠️ Key Responsibilities

• Perform advanced system analysis to identify root causes of performance issues.
• Provide mid‑ to advanced‑level technical support for IT infrastructure.
• Implement and support:System upgrades, Configuration changes and Disaster recovery (DR) solutions
• Continuously monitor system performance and identify optimization opportunities.
• Act as a bridge between technical and business teams, ensuring mutual understanding.
• Manage and document tickets and projects in ConnectWise, ensuring SLA compliance.
• Maintain up‑to‑date technical documentation, procedures, and best practices.
• Collaborate with cross‑functional teams on infrastructure projects and operational improvements.
• Stay current with emerging technologies and IT industry trends.

Technical Activities of the Role

• Administration of Windows Server and Active Directory
• Management of virtualized environments (VMware / Citrix)
• Troubleshooting enterprise network issues
• Configuration and support of firewalls and VPNs
• Support for Microsoft applications
• System monitoring and KPI analysis
• Incident, problem, and change management
• Technical documentation and support procedures
• Work in MSP / multi‑client environments