• Assess organizational training needs across multiple stakeholder groups and user populations • Design role-based learning strategies aligned with project objectives and organizational goals • Develop comprehensive training curricula for ERP implementations • Translate complex business processes and system functionality into engaging, user-friendly learning experiences • Ensure training materials support long-term knowledge retention and organizational adoption • Create instructor-led training materials, participant guides, facilitator guides, quick reference guides, job aids, videos, and eLearning content • Develop blended learning solutions using a variety of instructional methodologies and technologies • Maintain training content repositories and ensure materials remain current throughout the project lifecycle • Continuously improve training assets based on user feedback, lessons learned, and evolving business requirements • Deliver engaging instructor-led and virtual training sessions for users at all organizational levels • Prepare client teams for User Acceptance Testing (UAT), cutover, and go-live activities • Provide coaching and support to super users, trainers, and business champions • Facilitate workshops that build user confidence and encourage system adoption • Partner with Organizational Change Management consultants to align learning activities with overall change strategies • Develop training deployment plans that support successful organizational adoption • Measure training effectiveness through assessments, surveys, participation metrics, and adoption indicators • Recommend improvements to increase user engagement and long-term system utilization • Serve as a trusted advisor to client stakeholders throughout the implementation lifecycle • Communicate effectively with executives, business leaders, project teams, and end users • Manage multiple client engagements while maintaining quality, consistency, and delivery timelines • Contribute to internal knowledge sharing, methodology development, and continuous improvement initiatives

• Work closely with Center Leadership and IT Leadership Team to evaluate, plan, execute and transition IT support to AMSURG Managed IT Services Team. • Perform a discovery of existing systems and workflows at the Center. • Create a transition plan with communication and perform transition of services. • Document the environment for IT Service Delivery to take over operational support. • Design a solution for Microsoft 365 and Microsoft Azure. • Architect, build and secure Microsoft 365 and Azure strategy. • Monitor Azure Subscription to ensure the solution stays within budget guidelines. • Evaluate current IT equipment and recommend replacements as needed. • Understand and document existing networks, dependencies, and server infrastructure.

• 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