Hybrid in Quito

hace 2 meses

Quito Stack Builders

At Stack Builders, we are passionate about building exceptional software and empowering our clients worldwide with high-quality, customized solutions. We take pride in being recognized as a top Great Place to Work in Latin America, where we foster innovation, diversity, and a collaborative work environment that inspires excellence.

We are seeking a skilled and motivated Internal Help Desk Lead to join our team. The ideal candidate will be passionate about technology and committed to delivering exceptional customer service. In this role, you will be responsible for diagnosing and resolving technical issues for our internal staff, ensuring our systems and equipment run smoothly to support our operations.

This is currently a one-person department, aligned with our current team size. This individual will have end-to-end ownership of the role's functions and a high level of autonomy. We expect the person in this role to remain in the position for the long term to ensure continuity, build strong internal partnerships, and establish scalable processes. Based on training, performance, preference, and skill development, there may be opportunities for lateral growth into adjacent technical areas such as DevOps, Software Development, or Cybersecurity.

Are you ready to work with a world-class team to push the boundaries of the software industry? If so, keep reading

Requirements

  • Intermediate English (B1 or B2 level).
  • 4+ years of experience in a help desk or technical support role.
  • Proficiency in diagnosing and resolving hardware, software, and network issues.
  • Strong knowledge in Linux and/or Mac operating systems.
  • Experience with LDAP, Google Workspace, and other common business applications.
  • Strong communication and customer service skills.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Availability to work under a hybrid modality in our Quito, Ecuador office, 2-4 days per week, based on weekly tasks and company needs.

Nice to have:

  • Technical degree in Information Technology, Network Administration, or related field.
  • IT certifications (e.g., CompTIA A+, Linux Professional Institute Certification LPIC).
  • Security knowledge and certifications (e.g., CompTIA Security+, ISC2 certification, ISO 27001 or similar).

Responsibilities:

  • Provide technical support to internal staff via phone, email, or in person.
  • Troubleshoot and resolve hardware, software, and network issues.
  • Install, configure, and maintain desktops, laptops, and other devices.
  • Manage user accounts and permissions.
  • Assist with software installations and updates.
  • Lead IT onboarding for new hires (device provisioning, account setup, access/permissions, required tools, and day-one readiness).
  • Lead IT offboarding for departing employees (access removal, account deactivation, device recovery/returns, and equipment reassignment).
  • Maintain inventory of IT equipment and software licenses.
  • Document support tickets and resolutions.
  • Assist other departments with tasks related to the Help Desk.
  • Provide guidance to employees on phishing awareness, safe email practices, and incident response protocols.
  • Implement and maintain company-wide policies and procedures.

Benefits

  • A certified Great Place to Work culture
  • A strong learning culture: continuous professional development with personalized mentorship.
  • Biannual Employee Assessment Cycles to keep track of your career advancement and skill development.
  • Enrollment in private medical and dental insurance.
  • 15 sick days.
  • 15 days for family leave.
  • 3 weeks of vacation.
  • No Friday afternoon meetings (exceptions may apply).
  • Employee referral bonus (only during active employment and campaigns).
  • Hybrid work modality.
  • Monthly birthday and anniversary celebrations.
  • Birthday breakfast.
  • Team building activities and company events.
  • Special occasion gifts.
  • Recognition for promotions.
  • Fully equipped kitchen with snacks and beverages.
  • Opportunities for participation in conferences, blog posts, tutorials, and open-source projects.
  • Benefits required by law.

IMPORTANT: To be considered for this position, please attach your English CV.


More than our EEO statement, this is what makes us a Great Place to Work:

Stack Builders is proud to be an equal opportunity employer. We are committed to creating a safe and inclusive work environment and don't tolerate discrimination or harassment during the hiring process or time of employment.

All team members and candidates are assessed and appreciated for their attitude, qualifications, and potential - regardless of race, religion, color, nationality, sexual orientation, gender expression or identity, age, disability, marital status, pregnancy, and other characteristics protected by law.

Visit our website to learn more about us. You can find blog posts, tutorials, and testimonials from our team and clients there.

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