Addi - IT Help Desk
Requirements
• Technical Expertise & IT Trajectory • Applies 2-3+ years of direct experience in technical support for startups, demonstrating mastery of hybrid infrastructures (macOS/Windows) and Cloud environments. • Autonomously resolves complex Level 2 and 3 incidents (Google Workspace, MDM) without constant need for escalation. • Leverages past experience to anticipate common hardware or software failures, reducing downtime through rapid diagnostics based on previous cases. • Maintains a B1 English level or higher, enabling the independent use of technical documentation and effective communication with global vendors or teams. • Radical Ownership & Initiative • Takes full end-to-end ownership of problems, identifying security or documentation gaps without waiting for instructions. • Proactively detects vulnerabilities in access processes and proposes/executes solutions before they become risks. • Identifies lack of clarity in user guides and updates them by own initiative to improve the team's experience. • Analytical Thinking & Troubleshooting • Ability to break down complex incidents and find the Root Cause instead of applying temporary patches. • Utilizes system logs and network metrics to diagnose incidents with technical rigor and precision. • Maintains composure and technical focus during high-pressure situations or critical business incidents. • User-Centric Communication (Technical Empathy) • Translates complex technical concepts into simple language, ensuring users feel supported and understand security policies. • Successfully influences employees to adopt strict policies (MFA/Zero-Trust) by explaining the "why" behind the security benefit. • Writes clear guides that empower non-technical users to resolve issues independently. • Automation Mindset (Efficiency First) • Rejects repetitive manual operations and constantly seeks to optimize processes through technology. • Implements scripts or integrations that reduce 30-minute tasks to executions lasting only seconds. • Challenges and improves current workflows to eliminate steps that add no value or are prone to human error.
Responsibilities
• Maintain a 95% ticket resolution rate within Asana SLAs, reducing average initial response time to under 2 hours for critical incidents. • Ensure 100% of the device fleet (macOS/Windows) complies with hardening policies and MDM standards (Jamf/Intune) within the first 120 days, eliminating unauthorized access gaps. • Achieve a 0% error rate in access and license provisioning/deprovisioning on the employee's first/last day, ensuring data security from entry to exit. • Automate at least 3 recurring manual processes (via Bash, Python, or Google Apps Script) per quarter, returning 20% operational capacity to the Corporate IT team. • Create and update a technical knowledge base (Wiki/Docs) to reduce Level 1 basic ticket inflow by 15% by the second half of the year.
Benefits
• Work on a problem that truly matters – We are redefining how people shop, pay, and bank in Colombia, breaking down financial barriers and empowering millions. Your work will directly impact customers' lives by creating more accessible, seamless, and fair financial services. • Work on a problem that truly matters • Be part of something big from the ground up – This is your chance to help shape a company, influencing everything from our technology and strategy to our culture and values. You won’t just be an employee—you’ll be an owner • Be part of something big from the ground up • Unparalleled growth opportunity – The market we’re tackling is massive, and we’re growing faster than almost any fintech lender at our stage. If you’re looking for a high-impact role in a company that’s scaling fast, this is it. • Unparalleled growth opportunity • Competitive compensation & meaningful ownership – We believe in rewarding our talent. You’ll receive a generous salary, equity in the company, and benefits that go beyond the basics to support your growth. • Competitive compensation & meaningful ownership • How the hiring process looks like • We believe in a fast, transparent, and engaging hiring experience that allows both you and us to determine if there's a great fit. Here’s what our process looks like: • Step 1: People Interview (30 min)A conversation with a recruiter or hiring manager to get to know you, your experience, and what you're looking for. We’ll also share more about Addi, our culture, and the role. • Step 1: People Interview (30 min) • Step 2: Initial Interview (50 min)A more in-depth conversation with the IT Lead, where we explore your skills, experience, and problem-solving approach. We want to understand how you think and work. • Step 2: Initial Interview (50 min) • Step 3: Deep Dive Interview (30 min)You'll spend 30 minutes with one of our senior leaders getting to know each other — how you think, how you work, and how you show up as a teammate. This is a two-way conversation: we want to understand what drives you, and you should leave knowing whether Addi feels like the right place to grow. • Step 3: Deep Dive Interview (30 min) • Step 4: Technical Interview (60 min)You'll meet with three members of our IT & Security team for a structured conversation covering the core pillars of the role: Networking, Security, and Software. This is less about reciting theory and more about how you think and solve problems, bring examples from your experience. • Step 4: Technical Interview (60 min) • Step 5: Co-Founder InterviewIf there’s a strong match, you’ll have a final conversation with our Founder to align on expectations, cultural fit and ensure mutual excitement. From there, we’ll move quickly to an offer and discuss next steps. • Step 5: Co-Founder Interview • We value efficiency and respect for your time, so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you, just as much as it is for us. Regardless of the outcome, we are committed to always providing feedback, ensuring that you walk away with valuable insights from your experience with us. • always providing feedback
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