IT Help Desk

Addi S.A.S.

Job Overview

Location

Colombia

Job Type

Full-time

Full Job Description

📋 Description

• Ensure operational continuity and productivity for all employees by managing technology infrastructure with a focus on the Zero-Trust model and seamless user experience.
• Maintain a 95% ticket resolution rate within Asana SLAs, with an average initial response time under 2 hours for critical incidents.
• Achieve 100% compliance of the device fleet (macOS/Windows) with hardening policies and MDM standards (Jamf/Intune) within the first 120 days of employment.
• Eliminate unauthorized access gaps by ensuring 0% error rate in access and license provisioning/deprovisioning on an employee’s first and last day.
• Automate at least three recurring manual processes per quarter using Bash, Python, or Google Apps Script to return 20% operational capacity to the Corporate IT team.
• Create and continuously update a technical knowledge base (Wiki/Docs) to reduce Level 1 basic ticket inflow by 15% by the second half of the year.
• Independently resolve complex Level 2 and 3 incidents related to Google Workspace and MDM tools without constant escalation.
• Anticipate common hardware and software failures using past case experience to reduce downtime through rapid diagnostics.
• Break down complex incidents to identify root causes rather than applying temporary fixes, using system logs and network metrics with technical rigor.
• Maintain composure and focus during high-pressure situations or critical business incidents.
• Translate complex technical concepts into clear, simple language to ensure users understand security policies and feel supported.
• Influence employees to adopt strict security practices (MFA/Zero-Trust) by clearly explaining the security benefits behind them.
• Write clear, empowering guides that enable non-technical users to resolve issues independently.
• Proactively identify security or documentation gaps and act on them without waiting for instructions.
• Detect vulnerabilities in access processes and implement solutions before risks materialize.
• Update unclear user guides by own initiative to improve team experience and reduce support load.
• Reject repetitive manual tasks and consistently seek automation opportunities to reduce 30-minute tasks to seconds-long executions.
• Challenge and improve workflows to eliminate steps that add no value or introduce human error.
• Operate with radical ownership by taking full end-to-end responsibility for problems from identification to resolution.
• Maintain a B1 level of English proficiency or higher to independently use technical documentation and communicate effectively with global vendors and teams.
• Apply 2–3+ years of direct experience in technical support within startup environments with hybrid macOS/Windows and cloud infrastructures.

🎯 Requirements

• 2–3+ years of direct experience in technical support within startup environments with hybrid macOS/Windows and cloud infrastructures
• Ability to independently resolve complex Level 2 and 3 incidents in Google Workspace and MDM tools (Jamf/Intune)
• B1 English level or higher for independent use of technical documentation and communication with global teams
• Proven experience automating manual processes using Bash, Python, or Google Apps Script
• Demonstrated radical ownership: proactive identification and resolution of security/documentation gaps without escalation
• Ability to break down incidents to root cause using system logs and network metrics, avoiding temporary patches

🏖️ Benefits

• Competitive salary and equity in the company
• Opportunity to shape a fast-growing fintech leader transforming financial access in Colombia
• Work alongside world-class talent in a culture centered on ownership, excellence, and collaboration
• Meaningful benefits beyond the basics to support personal and professional growth

Skills & Technologies

Python

Hybrid

Degree Required

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Addi S.A.S.

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About Addi S.A.S.

Addi is a Colombian fintech company that offers a buy now, pay later (BNPL) solution for consumers in Latin America. The company partners with merchants to provide point-of-sale financing, allowing customers to purchase goods and services and pay for them in installments. Addi focuses on making credit accessible and affordable, particularly for individuals who may not have access to traditional banking services. Their platform aims to simplify the purchasing process and empower consumers with flexible payment options, thereby driving sales for their merchant partners and promoting financial inclusion within the region.

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