Supervisor: IT Director
Location: El Salvador
Start Date: ASAP
Contract Type: Permanent employee following trial period
About Acceso:
Acceso (www.acceso.org) is a social enterprise that is revolutionizing food systems in Latin America and the Caribbean to put smallholder farmers first. Acceso’s mission is to create fundamental and lasting positive economic change in the lives of rural smallholder farming families. Our entrepreneurial model provides smallholder farmers with a sustainable way to participate in formalized markets, enabling them to work themselves out of poverty with dignity and to prosper. Acceso currently operates a portfolio of three social businesses in Colombia, Haiti and El Salvador and an agtech tool (Extensio) founded in Mexico. Across our agribusinesses, we have impacted nearly 35,000 smallholder farmers and farm workers, generating more than $80m in farmer income to date.
About the Role:
The Support Engineer plays a vital role in ensuring the seamless operation of Acceso’s IT infrastructure and systems, directly supporting the organization’s mission to empower farmers and rural communities. This position is designed to provide hands-on technical support for key tools and platforms, including Microsoft 365 and internal platforms such as Extensio, which are critical to the organization’s daily operations and strategic initiatives.
Additionally, the Support Engineer will manage and maintain all IT equipment and systems in the El Salvador office, ensuring high availability and performance for all users. A key responsibility is assisting in the implementation and optimization of the services, to enhance IT monitoring, automation, and security capabilities.
This role is integral to bridging the gap between technology and operations, ensuring that staff can work efficiently, systems are secure and reliable, and Acceso remains at the forefront of leveraging technology to deliver value. The Support Engineer will also act as a key point of contact for IT-related issues, providing timely resolutions, proactive training, and maintaining an up-to-date inventory of IT assets.
By combining technical expertise, proactive problem-solving, and excellent communication skills, the Support Engineer will contribute significantly to building a robust IT environment that supports Acceso’s growth and impact.
Key Responsibilities:
1. Microsoft 365 Support
- Provide technical assistance to users on Microsoft 365 tools such as Outlook, Word, Excel, PowerPoint, Power Automate, Forms, Teams, SharePoint, and OneDrive.
- Configure and manage user accounts, security settings, and email configurations.
- Troubleshoot Microsoft 365 application issues, ensuring prompt resolution.
2. Extensio Support
- Provide support for technical issues related to Extensio.
- Collaborate with developers and external support teams to resolve advanced issues.
- Conduct training sessions and create user guides to help staff understand these platforms.
3. Office IT Support
- Manage and maintain all computer systems, including desktops, laptops, printers, and peripherals in the El Salvador office.
- Install and configure hardware, software, and network equipment as needed.
- Ensure compliance with company IT policies and security standards.
- Perform regular maintenance, backups, and updates to all systems.
- Keep an up-to-date inventory of all IT equipment, including hardware, software licenses, and peripherals.
- Track equipment lifecycle and coordinate replacements or upgrades as needed.
4. Network and Connectivity
- Monitor and maintain office internet connectivity, including troubleshooting network issues.
- Ensure secure and efficient operation of the local network.
5. User Training and Documentation
- Provide training and support to staff on IT systems and tools.
- Develop and maintain technical documentation, including FAQs and troubleshooting guides.
6. Endpoint monitoring and remote management
- Assist in the deployment of endpoint monitoring, remote management, patch management and device monitoring across all systems in Acceso.
- Provide training to team members on using NinjaOne’s functionalities, such as remote access, monitoring, and reporting tools.
- Monitor the health and performance of IT assets, including desktops, laptops, and network devices.
- Generate and analyze reports to identify potential issues and optimize IT resource utilization.
- Implement security policies within to enforce endpoint protection and ensure compliance with IT standards.
- Regularly update the platform to incorporate new features and security patches.
Required Qualifications and Skills:
Technical Skills
- Proficiency in Microsoft 365 administration and troubleshooting.
- Basic understanding of Extensio platform (or willingness to learn).
- Strong knowledge of Windows and Apple operating systems and hardware.
- Familiarity with networking basics (e.g., IP configurations, routers, and switches).
- Proficiency in endpoint monitoring and remote device management.
Education and Experience
- Bachelor’s degree in Computer Engineer, Information Technology, or a related field (or equivalent experience).
- Minimum of 2 years of experience in IT support or a related role.
- Certifications such as CompTIA A+, Microsoft Certified: Fundamentals, or equivalent are a plus.