IT Help Desk

Job description

ABOUT ADDI We are a leading financial platform, building the future of payments, shopping, and banking—a world where consumers and merchants can transact effortlessly, grow together and where we create abundance and generate pride in them. Today, we serve over 2 million customers and partner with more than 20,000 merchants, making Addi Colombia’s fastest-growing marketplace. We provide banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing) using state-of-the-art technology, bridging the financial gap for millions and redefining how people experience financial freedom. As the country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers. In the past year, we have also achieved profitability, reinforcing the strength of our business model and our ability to scale sustainably. Our mission has earned the trust of world-class investors, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more, who back our vision for the future. With their support, we are not just growing—we are transforming Latin America’s financial ecosystem and shaping the next generation to shop, pay, and bank in Colombia. But what truly sets us apart is how we build. We are a conscious company, driven by deep experience in scaling technology, services and products, and we live by our values https://co.addi.com/trabaja-con-nosotros#:~:text=%E2%80%A2%20We%20are%20owners,dentro%20del%20equipo. every day. ABOUT THE ROLE This is where you come in. Below, you’ll find what this role is all about—the impact you’ll drive, the challenges you’ll tackle, and what it takes to thrive at Addi. If you’re ready to be part of something big, keep reading. WHAT’S THE MISSION YOU’LL DRIVE Ensure operational continuity and productivity for all Addi employees through flawless and secure technology infrastructure management, acting as the technical pillar that scales the Zero-Trust model while maintaining an exceptional, frictionless user experience. WHAT YOU WILL DO - Maintain a 95% ticket resolution rate within Asana SLAs, reducing average initial response time to under 2 hours for critical incidents. - Ensure 100% of the device fleet (macOS/Windows) complies with hardening policies and MDM standards (Jamf/Intune) within the first 120 days, eliminating unauthorized access gaps. - Achieve a 0% error rate in access and license provisioning/deprovisioning on the employee's first/last day, ensuring data security from entry to exit. - Automate at least 3 recurring manual processes (via Bash, Python, or Google Apps Script) per quarter, returning 20% operational capacity to the Corporate IT team. - Create and update a technical knowledge base (Wiki/Docs) to reduce Level 1 basic ticket inflow by 15% by the second half of the year. WHAT WE’RE LOOKING FOR - Technical Expertise & IT Trajectory - Applies 2-3+ years of direct experience in technical support for startups, demonstrating mastery of hybrid infrastructures (macOS/Windows) and Cloud environments. - Autonomously resolves complex Level 2 and 3 incidents (Google Workspace, MDM) without constant need for escalation. - Leverages past experience to anticipate common hardware or software failures, reducing downtime through rapid diagnostics based on previous cases. - Maintains a B1 English level or higher, enabling the independent use of technical documentation and effective communication with global vendors or teams. - Radical Ownership & Initiative - Takes full end-to-end ownership of problems, identifying security or documentation gaps without waiting for instructions. - Proactively detects vulnerabilities in access processes and proposes/executes solutions before they become risks. - Identifies lack of clarity in user guides and updates them by own initiative to improve the team's experience. - Analytical Thinking & Troubleshooting - Ability to break down complex incidents and find the Root Cause instead of applying temporary patches. - Utilizes system logs and network metrics to diagnose incidents with technical rigor and precision. - Maintains composure and technical focus during high-pressure situations or critical business incidents. - User-Centric Communication (Technical Empathy) - Translates complex technical concepts into simple language, ensuring users feel supported and understand security policies. - Successfully influences employees to adopt strict policies (MFA/Zero-Trust) by explaining the "why" behind the security benefit. - Writes clear guides that empower non-technical users to resolve issues independently. - Automation Mindset (Efficiency First) - Rejects repetitive manual operations and constantly seeks to optimize processes through technology. - Implements scripts or integrations that reduce 30-minute tasks to executions lasting only seconds. - Challenges and improves current workflows to eliminate steps that add no value or are prone to human error. WHY JOIN US? - Work on a problem that truly matters – We are redefining how people shop, pay, and bank in Colombia, breaking down financial barriers and empowering millions. Your work will directly impact customers' lives by creating more accessible, seamless, and fair financial services. - Be part of something big from the ground up – This is your chance to help shape a company, influencing everything from our technology and strategy to our culture and values. You won’t just be an employee—you’ll be an owner - Unparalleled growth opportunity – The market we’re tackling is massive, and we’re growing faster than almost any fintech lender at our stage. If you’re looking for a high-impact role in a company that’s scaling fast, this is it. - Join a world-class team – Work alongside top-tier talent from around the world, in an environment where excellence, ownership, and collaboration are at the core of everything we do. We care deeply about what we build and how we build it—and we want you to be a part of it. - Competitive compensation & meaningful ownership – We believe in rewarding our talent. You’ll receive a generous salary, equity in the company, and benefits that go beyond the basics to support your growth. HOW THE HIRING PROCESS LOOKS LIKE We believe in a fast, transparent, and engaging hiring experience that allows both you and us to determine if there's a great fit. Here’s what our process looks like: - Step 1: People Interview (30 min) A conversation with a recruiter or hiring manager to get to know you, your experience, and what you're looking for. We’ll also share more about Addi, our culture, and the role. - Step 2: Initial Interview (50 min) A more in-depth conversation with the IT Lead, where we explore your skills, experience, and problem-solving approach. We want to understand how you think and work. - Step 3: Deep Dive Interview (30 min) You'll spend 30 minutes with one of our senior leaders getting to know each other — how you think, how you work, and how you show up as a teammate. This is a two-way conversation: we want to understand what drives you, and you should leave knowing whether Addi feels like the right place to grow. - Step 4: Technical Interview (60 min) You'll meet with three members of our IT & Security team for a structured conversation covering the core pillars of the role: Networking, Security, and Software. This is less about reciting theory and more about how you think and solve problems, bring examples from your experience. - Step 5: Co-Founder Interview If there’s a strong match, you’ll have a final conversation with our Founder to align on expectations, cultural fit and ensure mutual excitement. From there, we’ll move quickly to an offer and discuss next steps. We value efficiency and respect for your time, so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you, just as much as it is for us. Regardless of the outcome, we are committed to always providing feedback, ensuring that you walk away with valuable insights from your experience with us.