Specialist, IT Support

MAKE STRATEGY A REALITY | ACCELERATE YOUR GROWTH | CHOOSE YOUR PATH

As the world's leading change and transformation consultancy, we're helping businesses move from strategy to reality by taking a pragmatic and practical approach to build solutions that last.
We're seeking a Specialist, IT Support in Quito to help us take vision to value and create lasting impact.

SUMMARY

About the role As our Desktop Support Technician, you'll be the trusted face of IT — the person employees turn to when something isn't working and walk away from feeling helped, not handled. You'll own the end-user experience across hardware, software, and the everyday tools our workforce relies on, keeping people productive and our environment secure. 

YOU WILL:

• Serve as the first point of contact for technical support via phone, email, chat, or ticketing system.

• Troubleshoot and resolve hardware, software, and connectivity issues, escalating high-priority cases as needed.

• Log, prioritize, and track all incidents and service requests in ServiceNow.

• Set up, configure, and deploy desktops, laptops, and mobile devices; support new hire onboarding and account provisioning.

• Ensure endpoint security compliance through antivirus, patch management, and software updates.

• Support remote access technologies including VPN, virtual desktops, and remote desktop tools.

• Maintain IT asset inventory, knowledge base articles, and troubleshooting guides.

• Monitor system alerts, identify recurring issues, and contribute to root cause analysis and process improvements.

• Provide end-user training and participate in IT projects such as office moves, upgrades, or system rollouts.

• Adhere to ITIL best practices and internal service management processes.

IDEALLY, WE'D LIKE:

• 2–5 years of experience in a service desk or IT support role.

• Strong understanding of Windows and macOS operating systems.

• Familiarity with Microsoft 365 and common business applications.

• Hands-on experience with Active Directory, Azure, and Intune — required.

• Experience with ServiceNow — required.

• Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).

• Understanding of Claude, Codex, or any other AI tool.

• Excellent problem-solving, communication, and interpersonal skills. Advanced English level is required.

• Ability to prioritize and manage multiple tasks under pressure.

• Customer-focused with a positive, professional attitude.

• A+ certification (or equivalent working knowledge).

• Microsoft AZ-900 (or equivalent working knowledge).

• Bachelor’s Degree in Information Technology or equivalent working knowledge.

• Experience with Jamf — a plus but not a deal breaker.

Ability to move throughout the office and server room either by walking or through assisted means. Must be able to physically move desktop and associated equipment as needed.  Will be moving about the office quite often.

Applicants must be authorized to work in Ecuador, without the need for visa sponsorship by North Highland. Work visa sponsorship will not be provided, either now or in the future, for this position.

North Highland is an equal opportunity employer, and we adhere to all applicable laws and regulations to ensure a fair and equitable workplace. All qualified applicants will receive fair and impartial consideration without regard to race, color, sex, gender identity, religion, national origin, age, sexual orientation, disability, veteran status, or any other characteristic protected by law. We handle all information in accordance local privacy standards and maintain strict confidentiality.
#LI-DNI