IT Support Engineer

1000heads is a Social Transformation™ company, helping global brands adapt to rapid and continual shifts in media, technology and culture. We combine data & analytics, strategy, technology and creativity to build brands for the Social Age, working from offices across the Americas, Europe and Asia-Pacific.

We're looking for an IT Engineer to be based in our Bogotá office and take ownership of day-to-day IT support across our Americas region; including Bogotá, Chicago, Los Angeles, Miami and New York, with some coverage of our global offices outside the Americas. You'll be the primary, on-the-ground point of IT contact for the region, working with a genuine problem-solving mindset, a hands-on approach and the confidence to manage your own workload with minimal supervision. You'll report to our Global IT Director, who is based outside the region, so this role carries real ownership of regional IT delivery day to day.

About the Role

This is a mid-level, largely autonomous role: you'll be the first and often only line of IT support for our Americas offices, so you'll need to be comfortable diagnosing and resolving issues independently, knowing when to escalate, and keeping people and systems running smoothly across several time zones. Because our global IT leadership sits outside the region, you'll need to work proactively and communicate clearly, flagging risks, documenting fixes and keeping stakeholders informed rather than waiting to be directed.

Responsibilities

• Act as the primary IT point of contact for all US offices.
• Provide face-to-face and remote support to staff, diagnosing and troubleshooting hardware, software and connectivity issues on macOS and Windows devices
• Set up and configure equipment for new starters, meeting rooms, and system/maintenance tasks across the region
• Manage hardware maintenance, lifecycle and updates, and maintain accurate records of regional hardware and software assets
• Troubleshoot office network issues (Wi-Fi, switching, basic firewall and access point configuration) and liaise with vendors or landlords where needed
• Support audio/visual and meeting-room technology (Teams, Google Meet, and associated hardware) across Americas offices

• Provide overflow and out-of-hours IT support to non-Americas offices where time zones allow, working alongside the global IT team
• Escalate and collaborate with the Global IT Director and other regional IT contacts on cross-office incidents, projects and rollouts
• Help ensure IT policies, security standards and tooling stay consistent between the Americas and other global offices

• Administer and troubleshoot Microsoft 365 applications, including Outlook, Teams and SharePoint
• Monitor and manage tickets through the internal ticketing system (Freshservice), keeping response times and records up to standard
• Maintain basic endpoint security across the region (antivirus, firewall configuration, patching and scanning)
• Keep IT documentation, asset registers and onboarding/offboarding processes current and audit-ready
• Provide administrative and reporting support to the Global IT Director as needed
• Keep up to date with relevant industry trends, tools and data/security legislation across the markets we operate in
• Support wider business goals and take on other reasonable duties or small projects as they arise

• This is a hybrid role. You must work in the Bogota office at least 2 days per week.
• 2–4 years' experience in an IT support or IT engineer role, ideally supporting more than one office or region
• Strong troubleshooting ability across macOS and Windows operating systems
• Confident with Microsoft 365 and Google Workspace tools, and comfortable picking up creative tools such as Adobe Creative Cloud
• Working knowledge of networking fundamentals (Wi-Fi, switching, firewalls and access points)
• Experience supporting AV/meeting-room technology (Teams, Zoom, Google Meet and related hardware)
• Comfortable working independently across time zones with minimal day-to-day supervision, and proactive about flagging issues and risks to a remote manager
• Fluent written and verbal English and Spanish, given the amount of cross-region coordination with US and global stakeholders

• Experience with endpoint/device management tools (e.g. Jamf, Intune) and ticketing systems such as Freshservice
• Exposure to supporting multiple international offices or a distributed workforce