IT Support Specialist (Tier 1) - LATAM

Job description

Based in Williamsburg, VA, DataXstream stands as a proud and dedicated SAP partner with over two decades of experience. We are relentlessly focused on innovating, rebuilding, and perfecting the most robust and user-friendly Order Management software available for the SAP ecosystem. As we continue to grow our impact and our team, we're seeking passionate individuals to join us in shaping the future of enterprise solutions. IT Support Specialist (Tier 1) We are looking for a motivated and detail-oriented IT Support Specialist to join our team in Buenos Aires. This entry-level position will serve as the first point of contact for IT support requests — primarily from internal employees, with occasional client-facing support — ensuring timely and effective resolution of technical issues across macOS, iOS, and Windows devices, as well as our Microsoft 365 environment. Additionally, the role will handle onboarding and offboarding tasks, including enrolling, configuring, deploying, collecting, and returning devices. The role will also monitor our automated alerting pipeline, ensuring alerts are tracked in Jira and followed up on accordingly. If you're passionate about technology, problem-solving, and providing excellent customer service, we want to hear from you! Main Duties and Responsibilities Primary Support Act as the first point of contact for IT support requests, primarily from internal employees with occasional client-facing requests, submitted via the Jira ticketing system. Troubleshooting Provide technical support for macOS, iOS, and Windows devices, diagnosing and resolving software, hardware, and network-related issues. Troubleshoot VPN connectivity and access issues using Pritunl. Device Management Use Mobile Device Management (MDM) platforms (e.g., Addigy , Jamf , Microsoft Intune) and Apple Business Manager to manage macOS, iOS, and Windows devices. Our device fleet remains predominantly Apple-based . Onboarding & Offboarding Support Enroll, configure, and deploy macOS, iOS, and Windows devices for new employees. Provide initial setup assistance and ensure devices are ready for use. Collect and return devices to service during employee offboarding. Reset, reconfigure, and prepare devices for reassignment. Microsoft 365 & Cloud Administration Assist with day-to-day administration of Microsoft 365 services, including Teams Admin Center, Entra ID (Azure AD) B2B guest account management, Exchange Admin Center, and SharePoint. Monitoring & Alert Management Monitor alerts generated by Nagios XI and routed through Squadcast, confirming that corresponding Jira tickets are created automatically and accurately. Monitor and respond to endpoint security alerts from ThreatDown (Malwarebytes), assisting with remediation as needed. Review and triage auto-created Jira tickets, escalating and following up to ensure resolution by the appropriate team. Identify and manually log any alerts that fall outside the automated pipeline. Help Desk Oversight Ensure adherence to outlined help desk policies and procedures, identifying any deviations and escalating issues as necessary. Local Travel Facilitate hardware pickups and drop-offs with local vendors and staff within Buenos Aires as needed, including for onboarding and offboarding purposes. Scripting Develop basic scripts (e.g., bash, zsh, PowerShell) for routine task automation and troubleshooting. Documentation Create and update knowledge base articles to enhance team efficiency. Maintain detailed records of support interactions, issue resolutions, and system configurations. Collaboration Escalate complex issues to Tier 2/3 support or relevant teams while ensuring clear and detailed communication. Communication Provide clear and professional written and verbal communication to internal teams and, on occasion, external clients, ensuring all stakeholders are informed and updated. Required Skills Must be based in Buenos Aires, Argentina, with the ability to travel locally. Experience using and supporting macOS, iOS, and Windows devices, with an interest in learning administration tasks across platforms. Comfortable navigating Microsoft 365 admin tools (Teams, Exchange, SharePoint, Entra ID) or willing to learn. Strong troubleshooting and analytical skills with a problem-solving mindset. Excellent written and verbal communication skills in English, with the professionalism to interact directly with clients as needed. Strong organizational skills to document monitoring alerts, onboarding/offboarding processes, and ensure follow-up on resolutions. Attention to detail and the ability to enforce policies and procedures in a professional and supportive manner. Preferred Skills Familiarity with Jira ticketing systems. Basic understanding of networking concepts (e.g., Wi-Fi, VPN); experience with Pritunl a plus. Exposure to other scripting languages or IT automation tools is a plus. Basic understanding of shell scripting (e.g., bash, zsh, PowerShell) or willingness to learn scripting for task automation. Familiarity with Mobile Device Management (MDM) platforms (e.g., Addigy, Jamf, Microsoft Intune) and Apple Business Manager. Exposure to monitoring/alerting and endpoint security tools (e.g., Nagios XI, Squadcast, ThreatDown/Malwarebytes) is a plus. Basic familiarity with virtualization concepts and VMware vCenter/vSphere (e.g., locating and connecting to a virtual machine) is a plus, though deep VM administration is not expected in this role. Ready to apply? Please upload your resume in English. DataXstream, Inc., is an equal-opportunity workplace and an affirmative-action employer. We are always committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Discrimination is not welcome on the basis of any other status protected by the laws or regulations in the locations where we work.