Junior Support Engineer

• 2-3 years of experience in user access management, IT support, or a related role.
• Familiarity with access control policies, user provisioning, and deprovisioning processes.
• Experience working with Zendesk.
• Understanding compliance and audit requirements related to user access management (e.g., SOX, ISO 27001, GDPR).
• Ability to conduct user access audits and support compliance documentation.
• Basic knowledge of IT systems, security principles, and identity and access management (IAM).
• Strong attention to detail and ability to follow processes accurately.
• Excellent communication and customer service skills for handling user inquiries.
• Ability to prioritize and manage multiple tasks efficiently.
• Strong problem-solving skills and ability to escalate issues when necessary.
• Experience supporting system migrations or special IT projects is a plus.
• English from B2 (Upper-intermediate) level. 

          Access Control:

• Respond to Zendesk inquiries regarding user access to our internal and third-party tools and systems.
• Review and process user access requests, ensuring compliance with access control policies.
• Manage the review and closure of termination tickets in Zendesk, ensuring timely processing of onboarding and offboarding tasks.
• Assist in audits of user access and provide compliance documentation as needed.

  Ticket Management:

• Triage and manage access-related requests, ensuring timely and accurate responses to users.
• Approve, deny, or escalate requests based on predefined policies and guidance from the Systems Optimization Manager.
• Ensure Zendesk tickets are followed from initiation to resolution.

  Compliance Support:

• Perform user access audits on systems to verify that onboarding and offboarding processes have been followed correctly.
• Assist internal teams in providing evidence and supporting compliance audits.

  Operational Support:

• Assist the System Optimization Manager with day-to-day operations, including user access management and ticket triaging.
• Ensure efficient handling of user inquiries, access requests, and escalation procedures.
• Provide input during team syncs, contributing to discussions on access management, process improvements, and best practices.
• Support the documentation of new tools and processes as the tool ecosystem expands to maintain clear and up-to-date records.
• Assist the System Optimization Manager in achieving the Roadmap by tracking key initiatives and providing operational support as needed.
• Support system migrations and special projects, ensuring smooth transitions and adherence to compliance requirements.

Well-being:

• 10 working days of Paid Day Off within an individual year.
• Up to 15 working days of Unpaid days off within an individual year.

Professional Growth:

• Sombra University courses – enjoy a range of learning opportunities through Sombra University. It offers many educational courses, as well as educational lectures on a variety of topics.
• Sombra Around Tech – community attendance – Sombra unites engineers and experts in several areas: Front-end, Back-end, QA, DevOps, and Вusiness Analysis.
• Mentorship program – available on request.
• UDEMY online course platform – stay up-to-date with the latest technologies and programming languages.
• English courses and Speaking Club – attend English classes twice a week in small groups.

Added advantages:

• Work equipment (Laptop, monitor, and small devices compensation).
• Sombra’s referral program.
• If you know someone you believe is a good fit for our cooperation, you can recommend them and get a reward.
• Public Holidays – celebrate 18 statutory holidays in Colombia.
• Sombra events – Join Sombra’s traditional events (both online and offline).