IT Support 3 – IT Systems & Support Engineer

About the role

We are seeking an IT Support 3 (IT Systems & Support Engineer) to join our remote team based in San José, Costa Rica. You will combine hands‑on technical support with systems administration, SaaS governance, endpoint management, and workflow automation to deliver a seamless technology experience for employees.

Key responsibilities

• Administer and maintain SaaS applications, software inventory, and license allocation using tools such as Torii and core platform‑management solutions.
• Configure, test, and deploy endpoint policies, software updates, and security settings via Microsoft Intune for Windows and Addigy (or comparable macOS MDM) for macOS devices.
• Support zero‑touch provisioning through Windows Autopilot and Apple Business Manager, ensuring device‑compliance baselines.
• Design and automate onboarding/offboarding workflows across HRIS, identity, and SaaS systems using JavaScript/Node.js, PowerShell, Bash, and REST APIs.
• Co‑own daily support tickets, troubleshoot complex software, identity, hardware, and network issues, and implement durable automated fixes.
• Create and maintain clear IT documentation, runbooks, and self‑service guides to improve operational efficiency.

Required profile

• Strong bilingual proficiency in English and Spanish (written and spoken).
• Minimum 3 years of experience in IT systems administration, IT operations, or infrastructure support within a cloud‑forward environment.
• Hands‑on experience with Microsoft Intune and a macOS MDM solution (Addigy, Jamf Pro, etc.).
• Experience managing SaaS applications and identity platforms such as Torii, BetterCloud, Okta, or Microsoft Entra ID.
• Proven ability to build automation scripts using JavaScript/Node.js, PowerShell, Bash, or similar technologies.

Required skills

• Microsoft Intune
• Addigy (or comparable macOS MDM)
• Windows Autopilot
• Apple Business Manager
• Torii
• BetterCloud
• Okta
• Microsoft Entra ID
• JavaScript / Node.js
• PowerShell
• Bash
• REST APIs