Information Technology Support Team Lead

About the role

The Information Technology Support Team Lead will provide first‑line technical assistance to internal users across multiple U.S. locations while operating from our Free Trade Zone office in Escazu, Costa Rica. The role focuses on end‑user hardware, software, and Microsoft 365 support, as well as basic network troubleshooting and security awareness.

Key responsibilities

• Deliver Level 1 and Level 2 support for hardware, software, and connectivity incidents.
• Install, configure, and update end‑user applications on laptops and desktops.
• Manage Microsoft 365 user accounts, licensing, password resets, and troubleshoot Teams, Outlook, OneDrive, and SharePoint.
• Identify and report phishing attempts, support SPF, DKIM, and DMARC implementations, and promote email security best practices.
• Provide basic WAN and site‑to‑site IPSec tunnel diagnostics, collaborating with external partners when needed.
• Log, prioritize, and resolve tickets using a service‑desk platform, following ITIL‑aligned processes.
• Maintain up‑to‑date user guides, setup procedures, and knowledge‑base articles.
• Work closely with IT managers and external vendors to align support activities with business and security goals.

Required profile

• Bachelor’s degree in Computer Science, Information Systems, or equivalent hands‑on experience.
• Advanced English proficiency (C1/C2) in both written and spoken communication.

Required skills

• Hardware and software troubleshooting.
• Microsoft 365 administration (Teams, Outlook, OneDrive, SharePoint).
• Email security protocols: SPF, DKIM, DMARC.
• Basic networking and WAN troubleshooting, including IPSec tunnel awareness.
• ITIL‑based incident management.
• Experience with ticketing/service‑desk platforms.