IT Administrator

IT Administrator (Level 1 Support)

Reports To: IT manager
Location: San Jose, Costa Rica

Setting: Hybrid (two days onsite per week; additional onsite presence may be required for equipment setup or emergencies)

Working Hours: Full-time; flexibility for global time zones

About the Role:

We are seeking an IT administrator/IT support specialist to provide first-line support across our global operations. This role involves managing user onboarding and offboarding, administering systems such as Azure/Entra ID and Office 365, and maintaining hardware across Windows and Mac environments in a structured, high-availability environment.

Key Responsibilities:

• User Onboarding & Offboarding: Manage the end-to-end process of setting up new equipment and systems for global employees to ensure they are ready by their start date. Ensure timely revocation of access and recovery of assets during offboarding.


• Technical Support: Provide level 1 support for software and hardware issues, focusing on investigating and resolving end-user problems. Escalate complex issues when necessary while maintaining clear documentation.


• System Administration: Create, configure, and manage user accounts in Azure/Entra ID and Microsoft 365. Support identity, access, and basic security configurations.


• Help Desk Management: Oversee the Jira Service Management platform to track and resolve internal requests. Ensure requests are properly logged, prioritized, and resolved within SLA targets.


• Hardware Maintenance: Troubleshoot, maintain, and support Windows and macOS devices. Maintain accurate hardware inventory records and lifecycle tracking.


• Documentation: Create and update technical documentation, procedures, and IT protocols to ensure IT processes are clear and repeatable.


• Procurement Support: Assist with researching IT suppliers and requesting quotations for new equipment.

Required Qualifications

• Education: Bachelor’s degree in computer science or a related technical field or currently enrolled in such a program (mandatory).


• Experience: 1-3 years of experience in an IT support or IT administration role, preferably in a fast-paced or global environment.


• Languages: Fluent English (spoken and written).

Technical Skills: 

• Experience with Microsoft Office 365 administration


• Help desk tools (preferably Jira Service Management)


• Windows and macOS troubleshooting and maintenance
  

Nice to Have/Advantages

• Strong networking fundamentals: DNS, TCP/IP, DHCP, routing


• Prior experience working in a global or fast-paced environment


• Advanced familiarity with Jira workflows and reporting