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IT Support Specialist



IT, Customer Service
Managua, Nicaragua
Posted on Wednesday, April 17, 2024

Job Description:

Remitly’s vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

About the Role:

As part of the IT Support team, the IT Support Specialist is focused on providing extraordinary internal customer services by managing software, deploying hardware, supporting new tooling, and most importantly focusing on the needs of our internal Remitly team.

You will support our users with basic troubleshooting of hardware and software systems all the way to escalating problems to vendor support for our internal customers when needed. You will be the primary point of contact for all things support for our internal customers, routing tickets to other teams and working on issues until full resolution for our internal team.

You Will:

  • You will work onsite and report to the IT Lead in Managua
  • Perform remote and on site analysis, diagnosis, and resolution
  • Respond to incoming Helpdesk requests, and alerts regarding employee IT concerns
  • Administer and resolve issues with associated end-user workstations (Mac, PCs, ChromeOS) including client-side patching activities
  • Maintain the network infrastructure(Switches, routers, firewall appliances and Access Points) of the site and related services(Radius, DHCP, DNS and Access rules)
  • Help with inventory-related projects including equipment tracking, ordering and shipping
  • Onboarding and off-boarding new employees, creating AD accounts and provisioning hardware on site
  • Perform basic computer administration tasks including Group Policy creation and management, MDM administration, and automated software deployment
  • Administer business apps like Okta, G Suite, Zoom, Slack, AWS Workspaces, Jira, and Wiki (Confluence)
  • Share technical information to end-users
  • Provide excellent support for internal customers and work with vendors when escalating issues
  • Recommend and document procedure modifications or improvements
  • Remain informed about the events, trends, and developments which affect the role, business area(s), and the financial services industry
  • Additional responsibilities as assigned.

You Have:

  • A BS in Computer Science or equivalent professional experience.
  • Maintain an empathetic partnership with the teams we support.
  • A firm sense of responsibility combined with a "whatever it takes" and "fearlessness towards failure" mindset.
  • 2+ years of technical support experience.
  • A solid understanding of the principles of networking and the OSI model.
  • Experience with DHCP, TCP/IP, and DNS.
  • Experience with macOS, iOS, Windows 10 and 11, Server 20*, and Android.
  • Understanding on FIDO2 and WebAuth technologies.
  • Investigative skills in a fast-paced, rapid-growth environment.

Our Benefits:

  • In Site Subsidized Meals
  • Transportation
  • Premium Language Bonus
  • Employee Stock Purchase Plan (ESPP)
  • Mental Health & Family Forming Benefits
  • Private Life Insurance
  • On site Clinic and Remitly Doctor
  • Continuous learning tools & certification programs
  • Reduced Working Hours per Week (from 48 to 40)
  • Two consecutive days off

We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman's potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.