IT Support Specialist

**About Us**

Félix is a chat-based platform that enables Latinos in the US to send money home, pioneering remittance services via WhatsApp. We combine Blockchain and Artificial Intelligence to disrupt how remittances are done today and build the future of cross-border payments.

**About the Role**

You will be responsible for supporting our distributed workforce by managing user onboarding and offboarding, responding to IT support requests, and maintaining our IT infrastructure. You’ll also help ensure that our systems remain secure and compliant by monitoring alerts and providing assistance with any security-related issues. This is an excellent opportunity for someone who enjoys tackling diverse IT challenges and supporting a remote-first environment.

**Responsibilities**
- _ User Provisioning and Management_: Set up new user accounts, provision devices, and ensure all tools are configured for new hires using Rippling as the Mobile Device Management (MDM) solution and Google Workspace as our Identity Provider (IDP).
- _ Onboarding and Offboarding_: Lead the technical onboarding for new team members, providing guidance on device setup and software usage. Manage the offboarding process to ensure secure termination of accounts and retrieval or deactivation of devices.
- _ Technical Troubleshooting_: Diagnose and resolve hardware and software issues for Mac and Windows users, addressing concerns such as lost passwords, software malfunctions, and connectivity issues.
- _ Device and Security Management_: Oversee device compliance and monitor antivirus alerts, ensuring our systems are secure and devices remain up-to-date and protected against threats.
- _ User Support_: Provide day-to-day support via our ticketing system, resolving issues efficiently and maintaining high levels of customer satisfaction.
- _ Documentation_: Maintain accurate documentation of processes, including IT procedures for onboarding/offboarding, troubleshooting guides, and security protocols.

**Requirements**:

- _ Experience_: 2+ years of experience in IT support, preferably in a remote or distributed work environment.
- _ Technical Skills_:
- Proficiency in managing MacOS and Windows environments.
- Experience with Google Workspace as an Identity Provider (IDP).
- Familiarity with Rippling or other MDM solutions.
- _ Security Awareness_: Knowledge of antivirus solutions, monitoring alerts, and maintaining device compliance.
- _ Customer Service Skills_: Strong communication skills, with the ability to work efficiently with end-users to resolve technical issues remotely.
- _ Problem-Solving Skills_: Ability to troubleshoot and resolve technical issues across various platforms and devices.
- _ Organization_: Capable of managing multiple tasks, prioritizing effectively, and documenting processes thoroughly.
- _ Additional Certifications (preferred but not required)_: CompTIA A+, Google IT Support Professional Certificate, or related IT support certifications.

**What We Offer**
- Competitive salary
- Initial stock options grant
- Annual performance bonus
- Health, dental, and vision plans
- Fully remote work environment
- Continuous learning opportunities
- Unlimited PTO
- Paid parental leave
- Empowering opportunities for growth in a dynamic entrepreneurial environment

**Equal Opportunity Employer**

At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.
- Want to learn more about our privacy practices? Check out our _Privacy Policy_._