Descripción del trabajo

Company Overview

Interlaced is a cloud-centric IT services provider delivering outsourced IT support to innovative organizations globally. We specialize in building, deploying, and maintaining advanced technology infrastructures that empower our clients to expand and meet their goals.

Unlike conventional IT firms, we emphasize cloud technologies and provide training for skill development. Our team is comprised of enthusiastic tech professionals dedicated to excellence. We serve cutting-edge sectors including tech startups, biotech, and digital agencies. Anticipating substantial growth in 2026 and beyond, we are seeking motivated individuals to join our journey.

Key Responsibilities

Serve as a vital member of the Interlaced support team by actively communicating availability and managing client schedules.
Handle reactive and proactive support tickets independently, escalating only when documented solutions fail or service-level agreements are at risk.
Manage the Key Contact approval workflow and verify client contacts.
Address ticket resolutions promptly, participate in maintenance tasks, internal projects, or personal learning during downtime.
Monitor and improve personal performance metrics via the Brightgauge dashboard, including SLA compliance, resolution times, and ticket status.
Learn and apply knowledge of Interlaced's internal systems, client technologies, service plans, and project offerings.
Undertake supervised project tasks as required.
Complete mandatory training and mentoring, while exploring areas for further professional growth.
Train IT Support Associates and onboard new employees as needed.

Candidate Profile and Requirements

At least one year of experience in IT support with a focus on help desk and customer service.
Strong problem-solving abilities, technical proficiency, and adaptability to new technologies and processes.
Effective interpersonal skills suited for engaging with all organizational levels, from front desk staff to executives.
Ability to translate complex technical concepts into understandable terms for end users.
Proficiency in English at a B2 level or higher is essential.
Competent working from a dedicated home office environment with reliable internet connectivity.
Availability during Pacific Time Zone weekday hours, 8:00 AM to 5:00 PM, excluding holidays.

Preferred Technical Tools Experience

Meraki, Ubiquiti, MacOS, and Windows Desktop OS
Microsoft Azure, AWS, Google Cloud Platform
Microsoft 365, Google Workspace, Slack
OneLogin, Okta, JumpCloud SSO
SentinelOne, SPF, DKIM, DMARC
DNS Filter, Datto/Backupify, Comet Backup, BackBlaze
Zoom, Microsoft Teams, RingCentral
Addigy, JumpCloud MDM, Kandji, Microsoft Intune, Mosyle

Compensation and Benefits

Competitive annual salary ranging from $18,000 to $22,000 depending on experience.
Open-ended contract with remote work flexibility.
Reimbursements for cell phone and health & wellness expenses.
Five days of paid vacation per year.
Six fixed and ten flexible paid holidays annually.
Two paid volunteer days each year.
Paid sick leave as well as a peer-to-peer bonus program.

IT Support Technician I - Buenos Aires (Remote Contract)