IT Support Administrator (Hybrid, Medellín)

Job Description

About us
Outsourced is a leading ISO-certified offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals

About Our Client
Our Client, Kasada is a high-growth cybersecurity leader based in Sydney, pioneering cutting-edge bot-mitigation technology that protects millions every day and tackles massive real-time engineering challenges. You’ll join a mission-driven, high-trust culture where bold thinking, ownership, and innovation are encouraged, and where talented teams work together to make the Internet safer and more authentic. Recognized globally as a great place to work, Kasada offers strong psychological safety, supportive leadership, vibrant team connection, and clear growth pathways across Core, Craft, and Leadership. With competitive compensation, wellbeing benefits, and meaningful recognition of your impact, this is a rare opportunity to do work that truly matters while shaping the future of online security.  

What you’ll do
● Provide first and second-line technical support to US-based team members across hardware, software, and network issues.
● Troubleshoot and resolve issues related to SaaS applications, email systems, VPN access, and productivity tools (Google Workspace, Microsoft 365, Slack, Teams, Zoom).
● Manage user account provisioning, permissions, and access control across multiple platforms.
● Maintain IT documentation, including troubleshooting guides, FAQs, and system configurations.
● Coordinate with external vendors and internal teams to resolve escalated technical issues.
● Monitor system performance and proactively identify potential issues before they impact users.
● Assist IT team in administration of core IT systems, as required, particularly Go To Market systems such as HubSpot, Gong.
● Support onboarding and offboarding processes, ensuring proper equipment setup and account management. This includes coordinating with hardware suppliers and delivery/couriers to deliver/swap out/recover devices from US remote staff.

You’re a Great Fit If You   
● 2-4 years of experience in IT support or help desk roles, supporting remote/distributed teams.
● Strong troubleshooting skills across Windows, macOS, Google Workspace, Atlassian Confluence, and other cloud-based applications.
● Familiarity with ticketing systems (Jira, Zendesk, or similar) and remote support tools.
● Familiarity with key Go To Market systems (for administration and L1 support) preferred - systems include: HubSpot, Gong
● Familiarity with security tech (JAMF Pro, JumpCloud, Zluri) desirable but not essential; ability to learn such systems promptly is crucial, however.
● Excellent communication skills with ability to explain technical concepts to non-technical users.
● Availability to work US business hours with quick response times for urgent issues.
● Engaging, customer-service oriented with patience and problem-solving mindset.
● Very high proficiency of English


Work Setting
Location: Medellín Colombia
Job Type: Hybrid (2 days in the office)
Employment Type: Full-time
Work Schedule: Monday - Friday  (40 hours per week)

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