Hybrid In Quito - Help Desk Lead, Puerto Quito

At Stack Builders, we are passionate about building
exceptional software
and empowering our
clients worldwide
with
high-quality, customized solutions
. We take pride in being recognized as
a top Great Place to Work in Latin America
, where we foster
innovation, diversity, and a collaborative work environment
that inspires excellence.
We are seeking a
skilled and motivated Internal Help Desk Lead
to join our team. The ideal candidate will be passionate about technology and committed to delivering
exceptional customer service
. In this role, you will be responsible for
diagnosing and resolving technical issues for our internal staff
, ensuring our systems and equipment run smoothly to support our operations.
This is currently a
one-person department
, aligned with our current team size. This individual will have
end-to-end ownership of the role's functions and a high level of autonomy
. We expect the person in this role to remain in the position for the
long term
to ensure continuity, build strong internal partnerships, and establish scalable processes. Based on training, performance, preference, and skill development,
there may be opportunities for lateral growth
into adjacent technical areas such as DevOps, Software Development, or Cybersecurity.
Are you ready to work with a world-class team to push the boundaries of the software industry? If so, keep reading!
Intermediate English
(B1 or B2 level).
4+ years of experience in a help desk
or
technical support role
.
Proficiency in
diagnosing and resolving hardware, software, and network issues
.
Strong
knowledge in Linux and/or Mac operating systems
.
Experience with
LDAP, Google Workspace
, and other common business applications.
Strong
communication and customer service skills
.
Ability to
prioritize and manage multiple tasks
in a fast-paced environment.
Availability to
work under a hybrid modality in our Quito, Ecuador office
, 2-4 days per week, based on weekly tasks and company needs.
Nice to have:
Technical degree in Information Technology, Network Administration, or related field.
IT certifications (e.g., CompTIA A+, Linux Professional Institute Certification LPIC).
Security knowledge and certifications (e.g., CompTIA Security+, ISC2 certification, ISO ***** or similar).
Responsibilities:
Provide technical support to internal staff via phone, email, or in person.
Troubleshoot and resolve hardware, software, and network issues.
Install, configure, and maintain desktops, laptops, and other devices.
Manage user accounts and permissions.
Assist with software installations and updates.
Lead IT onboarding for new hires (device provisioning, account setup, access/permissions, required tools, and day-one readiness).
Lead IT offboarding for departing employees (access removal, account deactivation, device recovery/returns, and equipment reassignment).
Maintain inventory of IT equipment and software licenses.
Document support tickets and resolutions.
Assist other departments with tasks related to the Help Desk.
Provide guidance to employees on phishing awareness, safe email practices, and incident response protocols.
Implement and maintain company-wide policies and procedures.
A certified
Great Place to Work culture
!
A
strong learning culture:
continuous professional development with personalized mentorship.
Biannual Employee Assessment Cycles
to keep track of your career advancement and skill development.
Enrollment in
private medical and dental insurance
.
15
sick days
.
15 days for
family leave
.
3 weeks of
vacation
.
No Friday afternoon meetings
(exceptions may apply).
Employee
referral bonus
(only during active employment and campaigns).
Hybrid work modality
.
Monthly
birthday and anniversary
celebrations.
Birthday breakfast
.
Team building
activities and company events.
Special occasion gifts
.
Recognition for promotions
.
Fully equipped kitchen with
snacks and beverages
.
Opportunities for
participation in conferences, blog posts, tutorials, and open-source projects
.
Benefits required by law.
IMPORTANT: To be considered for this position, please attach your English CV.
---
More than our
EEO statement, this is what makes us a Great Place to Work:
Stack Builders is proud to be an equal opportunity employer. We are committed to creating a safe and inclusive work environment and don't tolerate discrimination or harassment during the hiring process or time of employment.
All team members and candidates are assessed and appreciated for their attitude, qualifications, and potential - regardless of race, religion, color, nationality, sexual orientation, gender expression or identity, age, disability, marital status, pregnancy, and other characteristics protected by law.
Visit our
website
to learn more about us. You can find blog posts, tutorials, and testimonials from our team and clients there.