IT Help Desk

Responsibilities

• Maintain a 95% ticket resolution rate within Asana SLAs
• Ensure 100% device fleet compliance with hardening policies and MDM standards (Jamf/Intune)
• Manage access and license provisioning/deprovisioning with 0% error rate
• Automate recurring manual processes using Bash, Python, or Google Apps Script
• Create and update technical knowledge base documentation to reduce Level 1 ticket inflow
• Resolve complex Level 2 and 3 incidents involving Google Workspace and MDM

Requirements

• 2-3+ years of direct technical support experience in startups
• Mastery of hybrid infrastructures (macOS/Windows) and Cloud environments
• Proficiency in Bash, Python, or Google Apps Script for automation
• B1 English level or higher for technical documentation and global communication
• Experience with MDM tools like Jamf or Intune
• Strong analytical troubleshooting and root cause analysis skills

About the Company

Addi is a leading financial platform in Colombia, building the future of payments, shopping, and banking. As a fast-growing marketplace and Buy Now, Pay Later provider, Addi is transforming Latin America’s financial ecosystem through state-of-the-art technology.