Technical Support Analyst

Open to all Latam 100% remote Full Time Key Responsibilities Technical Support Analyst Act as the primary escalation point for complex technical issues (Tier 2) across the organization. Manage, triage, and resolve incoming IT requests through our ClickUp ticketing system/service desk, ensuring alignment with OKRs Troubleshoot hardware, software, network, and access issues in a predominantly macOS environment. 2. Identity & Access Management (SaaS & Google Workspace) Maintain Google Workspace (advance level), including user provisioning, shared drives, security groups, and email routing. Manage authorization, provisioning, and deprovisioning of core SaaS tools across the company. Implement security best practices (MFA enforcement, access reviews, and least privilege principles). 3. Endpoint Management (MDM) & Security Deploy, configure, and maintain corporate devices using our Mobile Device Management (MDM) platform. Ensure all endpoints comply with company security policies (disk encryption, OS updates, and endpoint detection/EDR agents). Assist in responding to security alerts and participating in vulnerability management. 4. Inventory Control & Lifecycle Management Own the end to end lifecycle of IT assets: procurement, international shipping coordination, onboarding deployment, tracking, and secure offboarding/decommissioning. Maintain an accurate, real time hardware and software inventory database. Coordinate with local vendors and logistics partners across different countries to ensure seamless hardware delivery to remote employees. 5. Continuous Improvement & Documentation Build and maintain clear internal documentation (Knowledge Base) for both end users and the ITOps team. Identify repetitive manual tasks and propose automation workflows to improve operational efficiency. Requirements & Qualifications Must-Haves: English Fluency macOS Expertise: Deep technical knowledge of Apple hardware and macOS troubleshooting/administration in a corporate environment. Ticketing & Project Management: Hands-on experience managing service desks or ticketing systems (experience with ClickUp workflows is a huge plus). SaaS Administration: Proven experience administering Google Workspace and a variety of corporate SaaS platforms. MDM Experience: Experience enrollment and managing profiles via MDM solutions. IT Support Experience: years of experience in IT Support, Desktop Support, or ITOps roles, preferably within startup or fintech ecosystems. Nice-to-Haves: Familiarity with IT automation, scripting (Bash, Python, or Apps Script), or integrating workflows via Slack. Basic understanding of fintech compliance or security frameworks (SOC2, ISO 27001). Experience handling international logistics/procurement for remote workers in LATAM.