• Lead end-to-end project delivery across assigned initiatives. • Manage multiple concurrent projects with defined timelines, scope, risks, and dependencies. • Ensure alignment across stakeholders and maintain clear project accountability. • Manage delivery of AI-enabled tools, automations, and pilot programs across BAS. • Partner with product and engineering teams to move initiatives from concept through deployment. • Coordinate testing, rollout, training, and adoption activities across stakeholders. • Track progress, adoption, and feedback to support project outcomes. • Lead delivery of integration projects across enterprise systems and applications. • Coordinate requirements, testing, and deployment activities for system enhancements. • Ensure alignment between business needs and system capabilities. • Partner with technical teams and vendors to deliver integrated solutions. • Maintain project plans, RAID logs, and status reporting. • Identify and manage risks, dependencies, and mitigation strategies. • Facilitate project meetings and provide clear status updates. • Communicate project progress, risks, and outcomes to stakeholders. • Partner across BAS agencies, IT, HR, finance, business, vendors, and clients. • Communicate clearly with both technical and non-technical audiences. • Drive alignment across cross-functional stakeholders.

Role Description Join Allied Global and provide world-class IT support to innovative US-based startups! We're looking for an experienced Level 2 IT Support Specialist who combines strong technical troubleshooting skills with outstanding customer service. This role is ideal for someone who enjoys solving complex technical issues while building trusted relationships with end users. You'll support modern cloud-first environments, working with macOS, Google Workspace, SaaS applications, endpoint management, and cybersecurity tools in a fast-paced MSP environment. Position Details: - Remote – LATAM candidates only - Contractor Agreement (US$2,200 Monthly payment) - Full-time - Advanced English & Fluent Spanish required What You'll Do: - Provide Tier 2 technical support for macOS devices, Google Workspace, SaaS applications, and networking issues. - Troubleshoot complex technical incidents independently while delivering an exceptional client experience. - Support onboarding and offboarding processes, including device provisioning, account setup, and MDM configuration. - Configure and support endpoint management solutions such as Jamf, Intune, or similar platforms. - Monitor, troubleshoot, and resolve endpoint security and vulnerability issues. - Support VPN connectivity, networking, Wi-Fi, and cloud productivity platforms. - Collaborate with Tier 1 and Tier 3 teams to resolve escalated issues. - Create clear technical documentation, SOPs, and knowledge base articles. - Communicate technical solutions clearly to non-technical users through chat, email, phone, and video calls. Qualifications - 6+ years of IT Support experience. - Previous experience working for an IT Managed Service Provider (MSP). - Strong experience supporting macOS environments. - Experience administering Google Workspace and/or Microsoft 365. - Experience with Jamf, Intune, or other MDM solutions. - Strong networking knowledge (Wi-Fi, VPN, DNS, TCP/IP, Firewalls). - Experience with endpoint security platforms such as Okta, Microsoft Entra ID, SentinelOne, Cisco Umbrella, KnowBe4, or similar. - Excellent troubleshooting and problem-solving skills. - Strong documentation skills. - Outstanding customer service and communication skills. - Ability to explain technical concepts to non-technical users. Requirements - Cisco Meraki experience. - Apple Desktop Support Certification. - ITIL or ITSM knowledge. - Experience supporting remote and hybrid workforces. - Experience maintaining knowledge bases and technical documentation. Benefits This is not a traditional Help Desk role. You'll become a trusted technology partner for fast-growing startups, helping clients solve technical challenges while delivering an outstanding customer experience. Success in this role requires both technical expertise and excellent communication skills. If you enjoy working with modern cloud technologies, solving challenging IT issues, and making a real impact on client success, we'd love to hear from you. Tech Stack - macOS - Google Workspace - Microsoft 365 - Jamf - Intune - Okta - Microsoft Entra ID - SentinelOne - Cisco Meraki - Cisco Umbrella - VPN - Networking - SaaS - MDM - ITSM

• Monitor and resolve tickets in the helpdesk queue with accuracy and urgency. • Prepare laptops, peripherals, accounts, and access for new employees. • Configure hardware, install required applications, and ensure proper connectivity. • Enroll, manage, and troubleshoot devices using mobile device management (MDM) platforms such as Intune or Google Workspace. • Install, configure, update, and troubleshoot business applications and endpoint software. • Develop and maintain clear, accurate documentation for processes, troubleshooting steps, onboarding, and system usage. • Support Microsoft 365 environments. • Support Google Workspace applications including Gmail, Drive, Meet, and Calendar. • Diagnose and resolve hardware, software, networking, and account issues. • Deliver empathetic, clear, and solution-focused customer service. • Collaborate with IT team members to escalate issues and improve processes. • Coordinate shipment, return, tracking, and inventory management of company hardware assets. • Deploy and manage operating system, application, and security updates on endpoint devices. • Participate in daily standups with an agile team.

• Operate as the central point of contact for IT application questions and technical solutions relating to Cell Health product lines. • Provide technical and application support to customers, sales teams, and service organizations. • Visit customer laboratories and collaborate directly with customer IT teams to understand technical requirements and challenges. • Train sales and service teams on relevant IT concepts, product requirements, and customer workflows.