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 initial point of contact for users seeking technical support via phone, email, chat, or ticketing system.

• Provide first-level support and troubleshooting for a wide range of hardware, software, and connectivity issues.

• Log, categorize, prioritize, and track all incidents and service requests using the ITSM ticketing system.

• Escalate unresolved or high-priority issues to third-level support teams while maintaining ownership through resolution.

• Communicate effectively with end users to understand issues and provide clear, step-by-step technical guidance.

• Maintain and update knowledge base articles, FAQs, and troubleshooting guides to improve self-service and reduce ticket volume.

• Assist in the setup, configuration, and deployment of desktops, laptops, and mobile devices for new and existing employees.

• Provide onboarding support for new hires, including account provisioning, access rights setup, and system orientation.

• Ensure endpoint security compliance by assisting with antivirus installations, patch management, and software updates.

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

• Track and maintain inventory of IT assets such as laptops, peripherals, and software licenses.

• Participate in regular audits of systems and access controls to ensure policy compliance.

• Monitor system alerts and follow up on outages or degradations in service, providing status updates to users and management.

• Identify recurring issues and trends, propose process or system improvements, and assist in root cause analysis.

• Provide end-user training on common software and IT procedures to reduce incident volume.

• Contribute to continuous improvement efforts by offering suggestions and participating in service reviews and team meetings.

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

• Assist with special IT projects, such as office moves, upgrades, or system rollouts, as needed. 

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, Active Directory, Azure, Intune and common business applications.

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

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

• Excellent problem-solving, communication, and interpersonal skills.

• Ability to prioritize and manage multiple tasks under pressure.

• Customer-focused with a positive, professional attitude.

• Experience with ServiceNow

• A+ (or equivalent working knowledge)

• Microsoft AZ-900 (or equivalent working knowledge)

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

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.