IT Support Technician (Level 1)

Region: LATAM

Country: Costa Rica

Type: Fully remote

What's the Project?

Newfire Global Partners is a leading technology firm that specializes in building transformative software solutions for some of the world’s most innovative companies. With a presence across four continents, Newfire Global brings deep expertise in digital healthcare, AI-driven analytics, and enterprise technology. The firm’s track record of delivering scalable, high-impact solutions has made it a trusted partner for organizations seeking to drive meaningful change through technology.

We are passionate about the purpose-driven mission to help improve the quality of care for patients and are building a collaborative, innovative, and inclusive culture. We are a fully funded company founded by serial entrepreneurs with a stable client base.

Opportunity for impact

Newfire Global Partners, a leader in developing disruptive healthcare technology, collaborates with Fortune 500 companies and start-ups to drive transformation.

Are you a tech-savvy problem solver with a passion for helping others? We're seeking an enthusiastic entry-level IT Support Technician to join our team in our San Jose office and ensure our employees have the seamless IT support they need to thrive. In this role, you'll be the first point of contact for our users, handling common technical issues, answering questions, and contributing directly to our organization's productivity. You'll be the person who keeps our team connected and working efficiently.

You’re a perfect match if you have:

0-2 years of experience in IT support or a related customer service field.
High school diploma or equivalent. An Associate's or Bachelor's degree in Information Technology or a related field is a plus.
Relevant IT certifications (CompTIA A+, Network+, Security+, Microsoft Certified Professional) are a strong plus.

Technical Expertise:

Basic troubleshooting skills for Windows and macOS operating systems.
Familiarity with cloud-based directory services (e.g., Active Directory, Azure AD).
Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, and VPN.
Experience with basic hardware troubleshooting (e.g., printers, monitors, laptops).
Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira).
Familiarity with endpoint protection software.
Proficiency with cloud productivity applications (e.g., Google Workspace, Microsoft 365).

Essential Skills:

Excellent problem-solving and analytical abilities.
Strong communication and interpersonal skills.
Ability to work independently and as part of a team.
Customer-focused and results-oriented.
Ability to prioritize and manage multiple tasks effectively.
Strong documentation skills.
A strong desire to learn and grow your technical skills.

Your day-to-day activities:

Provide front-line technical support to end-users, resolving standard hardware, software, and network issues.
Respond to, triage, and resolve support tickets, or escalate them to senior staff, ensuring timely follow-up.
Assist with installing, configuring, and maintaining operating systems, applications, and peripherals.
Manage user accounts, including password resets, new user creation, and basic access controls.
Provide basic troubleshooting for network connectivity issues (e.g., VPN, Wi-Fi, Ethernet).
Utilize remote support tools to provide efficient and practical assistance to remote users.
Document all support activities, resolutions, and procedures in our ticketing system.
Contribute to the maintenance of technical documentation and knowledge base articles.
Assist with IT projects, including system upgrades and software deployments, as needed.
Guide end-users on basic IT procedures and application usage.
Assist the IT team with procurement tasks, such as tracking orders and preparing new equipment for deployment.
Maintain an accurate inventory of IT assets.
Adhere to IT security policies and procedures.

Work Environment: The position is primarily remote with occasional work from our San Jose office.

Please note that employment will be contingent upon providing documentation verifying your legal work authorization in the country of residence, in accordance with applicable law.

Ready to dive in?

Leon Dueñas
Recruiter

America/Bogota

guillermo.duenas@newfireglobal.com

Hiring Process

Here's what you can expect during our hiring process.

Stage 1

Applied

Stage 2

Inicial Interview

Stage 3

HM Interview

Stage 4

Formal Offer

Stage 5

Background Check

1 of X

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Please specify only the years of experience relevant to similar positions, not your total professional experience. What is your English proficiency level? *
At Newfire, we only hire professionals who can communicate clearly and effectively with native English speakers in meetings, emails, and chat. Your English skills will be assessed during the initial interview.Basic (A1–A2) – Can understand and use some familiar words and very basic phrases. Very limited ability to communicate. Intermediate (B1) – Can deal with some daily situations. Limited ability to communicate in English. Advanced (B2–C1) – Can interact with a degree of fluency and spontaneity in a professional environment. Able to produce clear, well-structured language on complex subjects. Fluent / Native (C2) – Can express themselves effortlessly in all types of communication, including nuanced and abstract language. Comparable to native-level proficiency.

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