IT Support Specialist, LATAM
World
About the Company:
Worldcoin (www.worldcoin.org) is an open-source protocol, supported by a global community of developers, individuals, economists and technologists committed to expanding participation in, and access to, the global economy. Its community is united around core beliefs in the inherent worth and equality of every individual, the right to personal privacy, and open and public collaboration. These beliefs are reflected in what the community is building: a public utility to connect everyone to the global economy.
The Worldcoin Foundation (www.worldcoin.foundation) is the protocol’s steward and will support and grow the Worldcoin community until it becomes self-sufficient. Tools for Humanity (www.toolsforhumanity.com) is a global hardware and software development company. It helped launch Worldcoin and continues to provide support to the Foundation, in addition to operating the World App.
About the Team
The IT Support Specialist is responsible for providing technical support to end-users within the organization. This role involves troubleshooting hardware and software issues, managing IT tickets through our Jira ticket system, and ensuring the smooth operation of the company's core apps. The ideal candidate will have excellent problem-solving skills, a customer-oriented attitude, and the ability to work efficiently in a very fast-paced environment.
About the Opportunity
Technical Support:
- Assist the user requests with tickets or hands-on support, troubleshoot issues, and provide timely resolutions for hardware, software, and network-related problems.
- Assist with the setup, configuration, and maintenance of devices, including laptops, printers, and mobile devices.
- Experience with any of the major MDM solutions like Kandji, Jamf Pro, Intune
- Understanding of the principle of ADE and Apple Business Manager for device enrollment
- Provide support for all the upcoming issues and requests coming from our main offices: i.e. Buenos Aires, other countries in LATAM, and San Francisco.
- Upkeep our internal assets and track them accordingly using our Asset management system
- Help the team with administrative tasks like invoice collection, asset purchases, and proper inventorization.
- Administer and upkeep the video conferencing system using Neat as our main video conferencing technology
- Take care of the Onboarding process for the LATAM and US region.
- Purchase hardware, accessories, and devices for your main office in Buenos Aires
User Training and Documentation:
- Provide training and guidance to users on the effective use of technology and software applications.
- Develop and maintain documentation for IT processes, procedures, and troubleshooting guides within our Notion workspace
System Administration:
- Manage user accounts, permissions, and access rights in various systems, including Okta, Gmail, and other enterprise applications.
- Perform routine app access review to ensure that proper accesses are granted.
- Understand and troubleshoot onsite network connectivity issues and the device’s connection with the network
- Meraki Cloud Network
Project Support:
- Assist in the planning, execution, and completion of IT projects, including system upgrades, migrations, and new implementations.
- Collaborate with other IT team members and work closely with cross-function departments to support organizational goals, initiatives, and day-to-day operations.
About You
- Bachelor’s degree in Computer Science, Information Technology, or a related field preferred
- Minimum 3+ years of experience in an IT support role
- Proficiency in Windows and Mac operating systems
- Experience with network protocols, configuration, and troubleshooting
- Knowledge of ITIL principles and practices is a plus
- Experience with ITSM tools like Jira, ServiceNow, etc
- Strong problem-solving and analytical skills
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team
- High attention to detail and organizational skills
- Travel required 20% in case of events (Latam)