IT Support Specialist

Sago is a global leader in market research and data solutions, committed to connecting human answers to business questions. The world is transforming, and Sago is continuously reaching new heights, redefining our solutions beyond our clients' wildest expectations, and making it smarter, faster, and easier to gain insights that matter.  

We're a team of innovators, strategists, and problem-solvers, passionate and inspired thinkers, who celebrate our wins. Vibrant Leaders who empower our colleagues and innovate the Market Research industry. Curious learners**,** constantly finding new ways to transform. Bold thinkers and Authentic team members who show up to work every day being ourselves, never afraid of new ideas or opinions, because we believe they matter.

We are seeking an IT Support Specialist to join our Global IT Help Desk team. In this role, you will provide technical support to employees by troubleshooting hardware, software, and system issues, ensuring timely resolution of user requests and maintaining a high level of customer service.

This is a hybrid position based in Nicaragua and includes participation in a rotating weekend on-call schedule as part of our 24/7 global support team.

Key Responsibilities

• Provide technical support for hardware, software, and network-related issues.
• Troubleshoot and resolve user inquiries both remotely and in person.
• Support Microsoft 365 applications and services, including Outlook, Teams, SharePoint, and Exchange.
• Manage user accounts and access through Active Directory and Azure AD.
• Configure, deploy, and maintain desktops, laptops, printers, and mobile devices.
• Assist with VPN connectivity, email troubleshooting, and remote access support.
• Document and track incidents using ticketing systems.
• Collaborate with global IT teams to ensure efficient issue resolution.

Requirements

• Bachelor's degree in Computer Science, Systems Engineering, or equivalent experience preferred.
• Minimum 2 years of IT Help Desk or Technical Support experience.
• Experience supporting Windows environments; macOS experience is a plus.
• Knowledge of Microsoft 365 Administration, Active Directory, and Azure AD.
• Strong troubleshooting skills across hardware, software, networking, and user support.\
• Experience using help desk ticketing tools (Jira Service Desk or similar).\