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IT Support Technician (L1/L2) at SuperStaff. We are seeking a . Level 1 / Level 2 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 and Level 2 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. . 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. . Company Location: Colombia.