# IT Support Technician L1

> SuperStaff · Medellín, Colombia (Remote) · Full-time · Posted 2026-05-15

**Workplace:** remote

**Department:** Operations Colombia - Billables

## Description

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.

## Requirements

### **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.

## Benefits

-   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.

## Apply

[Apply at SuperStaff](https://apply.workable.com/apply-superstaffjobs/j/35AFBAA428/apply)

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