Provides Tier 1 and Tier 2 remote technical support for hardware, software, peripherals, networks, VPN, and MFA issues. Configures and ships laptops and equipment for new hires, manages accounts and permissions across Google Workspace, Microsoft 365, Slack, and internal systems, and develops knowledge-base documentation and training guides. Supports the company’s North American expansion and remote workforce.
About Grupo Merino:
Grupo Merino is an established international agro-industrial leader with over 40 years of business excellence. As we launch our highly anticipated North American expansion, we are building a dedicated regional team to support our growing operations, logistics, and corporate infrastructure across the United States.
We are looking for a customer-centric, technical IT Support Specialist to join us as an early, foundational member of our North American tech team. This is a 100% remote position.
Role Overview:
As our IT Support Specialist, you will be the primary point of contact for all technical issues, hardware deployment, and software provisioning for our expanding North American workforce. You will help build out our regional IT workflows, manage user access, troubleshoot daily software and hardware issues, and ensure our remote team stays connected and secure.
Responsibilities:
- End-User Support: Provide Tier 1 and Tier 2 remote technical support for hardware (macOS/Windows), software, peripherals, and network connectivity issues.
- Onboarding & Deployment: Coordinate the configuration, provisioning, and shipping of laptops and IT equipment for newly hired US employees.
- Identity & Access Management: Manage user accounts, permissions, and security groups within Google Workspace, Microsoft 365, Slack, and our corporate internal systems.
- Troubleshooting: Diagnose and resolve software glitches, VPN connection issues, and multi-factor authentication (MFA) lockout problems promptly.
- IT Documentation: Create simple, clear self-service knowledge base articles and training guides to help remote employees troubleshoot common IT issues independently.
Requirements:
- Experience: 1+ years of experience in an IT Help Desk, Desktop Support, or Technical Support or Customer Support role within a fast-paced or scaling corporate environment.
- Tech Stack: Strong proficiency with Google Workspace Administration, Microsoft 365, active directory concepts, and remote management tools (MDM solutions like Jamf or Kandji are a plus).
- Hardware Knowledge: Solid understanding of troubleshooting both Windows 10/11 and macOS operating systems.
- Communication: Exceptional communication skills with a track record of translating complex technical issues into simple, understandable terms for non-technical users.
- Geographic Constraint: Please note that this role is open to US applicants only. Candidates must be permanently residing in the United States and legally authorized to work in the US without requiring visa sponsorship.
- Language Skills: Professional fluency in English is required. The ability to speak Spanish is not mandatory, but it is considered a strong asset/plus given our global corporate headquarters.
Benefits:
- Competitive salary based on experience and standard US market benchmarks.
- Comprehensive healthcare, dental, and vision benefits packages.
- 401(k) retirement planning options.
- Generous Paid Time Off (PTO) and company holidays.
- A home-office stipend to ensure your remote workspace is fully equipped and ergonomic.
- The unique opportunity to shape the IT infrastructure of a major international corporate expansion from the ground up.
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