Technical Support Specialist

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Technical Support Specialist

Location: Lima, Peru or Cusco, Peru
Time Type: Full time
Posted on: 6 Days Ago
Job Requisition ID: JR1318

About Us

G Adventures is the world’s largest small-group adventure travel company and we’ve been making epic travel memories happen on all seven continents for over 30 years. Our mission is simple: to change lives through travel. And not just our travelers’ either. Since day one, our tours have been built to establish meaningful relationships with local communities, directly benefiting the people and places we visit at every step of our tours. With the demand for travel coming back strong, we are set up and excited for this next chapter in our company’s story — and we’d love for you to be a part of it. Our DNA revolves around building, nurturing, and developing a diverse culture of people and a true sense of belonging, where everyone is encouraged to bring their authentic self to work each and every day. You’ll have the opportunity to grow your career, and yourself, alongside a passionate, talented, and welcoming community that works hard to spread goodness around the world.

About the Role

G Adventures is on the hunt for a motivated and talented Technical Support Specialist. This role is a hybrid role based out of Peru, where a minimum number of days as set by the region is required in the Lima or Cusco office. Our team is the conduit to all things tech and we’re here to solve problems. We are seeking an enthusiastic customer service oriented person with strong computer skills who wants to change people’s lives. You will work closely with your manager, team, and other internal tech teams within the G Adventures organization. We are looking for someone who is not afraid of responsibility and ownership. You will look to learn, develop, and improve upon our processes and provide exemplary support for our customers at G Adventures.

What You'll be Doing

- Work in a multinational team environment, with main working language as English.
- Work as part of an international team providing top tier technical support and customer service to our community of incredible staff spanning the globe.
- Operate as a first point of contact for all internal technical support requests via our internal organization service portal and in person.
- Classify, manage and track support requests from creation to resolution.
- Provide Mac and PC hardware support and software support.
- Manage software licensing.
- Configure and deploy video conferencing, desktop, and softphone solutions.
- IT hardware procurement, management, and distribution.
- Configure, provision, and manage permissions for staff across multiple SaaS cloud platforms.
- Use remote administration tools to deploy software applications and technical solutions.
- Participate in technical projects to evaluate, configure and deploy new solutions to the organization.
- Produce and maintain accurate documentation.
- Assist the Learning team in developing system training material for our staff.
- Ensure staff are kept informed of time delays associated with problem resolutions, the nature of the problem, or the volume of outstanding issues requiring resolution.
- Work with IT management and your team to ensure operating efficiencies are met and maintained throughout the G Adventures organization, adhering to SLAs.

Desired Skills and Experience

- Excellent communication skills, able to effectively convey technical concepts to non-technical colleagues.
- Problem-solving skills, critical thinking, and logical reasoning.
- Ability to manage and prioritize tasks.
- An understanding of VOIP telephony systems and their setup and administration.
- Experience with MDM platforms for Mac and Windows; Jamf is essential.
- A very good understanding of Google and OKTA dynamic group protocols.
- Excellent understanding of password policies and IT security protocols.
- Experience and understanding of endpoint protection and its practices.
- Experience with both Mac OSX and Windows OS configuration, troubleshooting, and mobile management is essential.
- An understanding of networking connectivity, LAN/WAN/Wifi is important.
- Experience supporting a variety of IT systems such as email, video conferencing, MDM, chat, project management tools, identity management, directory systems, file sharing etc. is essential.
- Experience and knowledge of some tools in our tech stack will be an asset: ABM, JAMF, Google Workspace (and its applications), Ringcentral, Okta, Slack, ManageEngine Desktop Central, 1Password, ClickUP, FreshService, Workday, Lucid Chart, Usage of MacOS or Windows 10/11 operating systems.
- You may be required to travel occasionally.

What do we offer you?

- Competitive salary commensurate with the role.
- Competitive benefits package.
- Birthday day off.
- Vacation time for you to recharge.
- Enhanced Parental Leave.
- Learning and growth opportunities.
- Employee Resource Groups.

*Applicable based on location*

G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants.

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