IT Support Specialist

**About Us**
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 internal support requests, ensuring timely and effective resolution of technical issues. Additionally, the role will handle onboarding and offboarding tasks, including enrolling, configuring, deploying, collecting, and returning devices. The role will also ensure monitoring alerts are recorded 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

**Key Responsibilities**

**Primary Support**
- Act as the first point of contact for internal IT support requests submitted via the Jira ticketing system.

**Troubleshooting**
- Provide technical support for macOS and iOS devices, diagnosing and resolving software, hardware, and network-related issues.

**Device Management**
- Use Mobile Device Management (MDM) platforms (e.g., Addigy, Jamf) and Apple Business Manager to manage macOS and iOS devices.

**Onboarding & Offboarding Support**
- Enroll, configure, and deploy macOS and iOS 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.

**Monitoring & Alert Management**
- Receive and review monitoring alerts, create corresponding Jira tickets, and follow up to ensure resolution by the appropriate team.

**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) for routine task automation and troubleshooting.

**Documentation**
- Maintain detailed records of support interactions, issue resolutions, and system configurations.
- Create and update knowledge base articles to enhance team efficiency.

**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, ensuring all stakeholders are informed and updated.

**Qualifications**

**Required Skills**:

- Must be based in Buenos Aires, Argentina, with the ability to travel locally.
- Experience using and supporting macOS and iOS devices, with an interest in learning administration tasks.
- Strong troubleshooting and analytical skills with a problem-solving mindset.
- Excellent written and verbal communication skills in English.
- 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).
- Exposure to other scripting languages or IT automation tools is a plus.
- Basic understanding of shell scripting (e.g., bash, zsh) or willingness to learn scripting for task automation.
- Familiarity with Mobile Device Management (MDM) platforms (e.g., Addigy, Jamf) and Apple Business Manager.

**Location**: Buenos Aires, Argentina

**Employment Type**: Full-time

DataXstream LLC 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.