Robots & Pencils is an applied AI engineering firm building the next frontier of business architecture. We design and ship AI co-workers that integrate into enterprise operations and deliver measurable results for our clients.We’re looking for an IT Support Specialist based in Latin America to join our IT team as a full-time contractor. This is a plug-and-play role for someone who already knows the tools, owns their tickets, and doesn’t need handholding to get things done.You’ll be the first line of escalated support for R&P employees across North America and Latin America — handling the issues that go beyond basic triage, keeping our core platforms running smoothly, and making sure people get back to work fast. You’ll work directly with our Senior Systems Administrator and operate with a high degree of autonomy in a remote-first, globally distributed environment.What You’ll DoEnd-User Support & Ticket ManagementHandle IT support requests submitted via Slack, covering both routine issues and complex problems that require deeper technical investigation or elevated accessResolve hardware, software, connectivity, and account-related issues for remote employees across macOS and Windows environmentsTriage, prioritize, and manage your own ticket queue with minimal supervision, meeting defined SLA targetsEscalate issues to the next support level when they fall outside L2 scope, providing full context and steps already takenDocument resolutions clearly and contribute to the internal IT knowledge base to reduce repeat ticketsMicrosoft 365 & Identity AdministrationManage user accounts, groups, and licenses in Microsoft Entra ID (Azure AD) and Microsoft 365 admin centerHandle access requests, permission changes, and offboarding tasks across Exchange Online, SharePoint, OneDrive, and TeamsTroubleshoot MFA issues and assist users with account access problemsAssist with SharePoint site administration and OneDrive configuration as neededDevice & Endpoint ManagementSupport onboarding and offboarding workflows, including device enrollment, configuration, and deprovisioning via Rippling MDMTroubleshoot endpoint issues across macOS and Windows, including application installation, OS updates, and performance problemsAssist with Sophos endpoint agent deployment, alert triage, and policy enforcement in coordination with the Senior Systems AdministratorSaaS Platform SupportProvide user-level support for core business platforms, including Slack, Zoom, 1Password, Jira, Confluence, Greenhouse, and HarvestAssist users with SSO login issues, account access problems, and password-related requestsSupport onboarding of new hires by provisioning accounts and licenses across the R&P platform stackCollaboration & CommunicationCommunicate clearly with employees at all levels in written English — in Slack, Zoom, email, and documentationEscalate complex issues to the Senior Systems Administrator with full context and steps already takenParticipate in async handoffs and status updates in a remote-first work cultureWhat You’ll BringRequired Experience & Skills2 years of hands-on IT support experience, with at least 1 year at an L2 or escalation levelStrong working knowledge of Microsoft 365 administration — Entra ID, Exchange Online, SharePoint, Teams, and OneDriveExperience supporting both macOS and Windows endpoints in a remote or hybrid environmentFamiliarity with MDM platforms (Rippling, JumpCloud, Jamf, Intune, or similar) for device management and enrollmentBasic understanding of SSO and MFA concepts — able to troubleshoot user-facing login issuesExperience managing tickets and workflows in Jira Service Management, Zendesk, or a comparable ITSM platformStrong written and spoken English — clear, professional, and direct in all communications; strong written and verbal SpanishAbility to work independently, manage your own queue, and know when to escalateHelpful Extras and Unique SkillsExposure to endpoint security tools such as Sophos, CrowdStrike, or similar XDR platformsExperience in a startup, agency, or distributed tech company environmentCompTIA A+, Network+, Microsoft MS-900, or similar certificationsYou’ll Do Well Here if You AreA doer. You see something broken and fix it. You’d rather move on clarity than wait for certainty.A fast learner who knows you don’t know everything. The AI landscape changes weekly. You’re senior enough to know better and curious enough to keep learning anyway.Direct in a way that makes the work better. You give honest feedback. You’d rather have the hard conversation than blow smoke.Obsessed with craft. You know genius is in the details. You ship exceptional, not perfect, and you don’t put your name on work you wouldn’t stand behind.Built for ownership. You honor commitments, admit mistakes fast, and back your teammates when a decision costs something. No handoffs, no finger-pointing.All in. You treat clients’ businesses like your own. You take the work seriously without taking yourself seriously.Resourceful when the budget, timeline, or team is tight. Constraints don’t slow you down. They sharpen you.Glad to be in the room with people who care as much as you do. Our teams average fifteen-plus years of experience. We hire people who push each other to do better work.
13 days ago