IT Help Desk Technician

1 month, 3 weeks ago
Full-time
Junior
Customer and Technical Support
Freelance Latin America

Freelance Latin America

Freelance Latin America connects businesses with skilled international remote workers in any industry. Maximize your business growth potential while keeping costs low by connecting with specialized bilingual freelancers through our remote staffing solu...

Professional Services
1-10
Founded 2017

Description

  • Provide remote support via phone, PSA ticketing system, and remote-control tools.
  • Troubleshoot and resolve common IT issues including Microsoft 365, Windows 10/11, macOS, printing, VPN, and email.
  • Monitor and respond to RMM alerts such as patching failures, antivirus alerts, and offline endpoints.
  • Perform basic system administration tasks including Microsoft 365 account management and Azure AD identity troubleshooting.
  • Escalate complex issues with complete notes, diagnostics, and recommended next steps.
  • Follow MSP workflows, SLAs, ticket documentation standards, and escalation rules.
  • Maintain detailed, accurate ticket notes and real-time time entries for all work performed.
  • Communicate directly with end users, explaining technical issues clearly and professionally.
  • Deliver exceptional customer service and collaborate with client teams to meet KPIs and client expectations.

Requirements

  • Perfect English communication skills, both verbal and written.
  • Previous experience working at an MSP (required).
  • 1–3 years of help desk or technical support experience.
  • Strong Windows 10/11 troubleshooting skills.
  • Experience with PSA platforms such as ConnectWise or Autotask.
  • Experience with RMM tools such as NinjaOne, N-able, or Datto RMM.
  • Familiarity with Microsoft 365 administration and Azure AD identity management.
  • Basic networking knowledge (DNS, DHCP, TCP/IP).
  • Strong multitasking ability and disciplined documentation habits.
  • Availability to work Monday–Friday from 9:00am to 6:00pm PST and willingness to complete required training, follow client schedules, and meet performance KPIs.

Benefits

  • Competitive pay in US Dollars.
  • Bi-weekly pay (paid every two weeks) with multiple payment methods (Zelle, Face Bank, Binance).
  • Birthday and work anniversary celebrations.
  • Access to alliances with partner brands offering extra benefits to freelancers.
  • Weekly recreational activities to foster a healthy work environment.
  • Opportunity to work with respected business professionals and have input valued by the team.

Interested in this position?

Apply directly on the company website

Apply Now

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