IT Level 1

1 hour, 40 minutes ago
Full-time
Entry Level
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

  • Monitor and respond to incoming support tickets via chat and email.
  • Perform initial triage, categorization, and prioritization of support requests.
  • Resolve basic technical issues such as password resets, MFA troubleshooting, new user setup, offboarding, and login or application problems.
  • Perform remote troubleshooting using provided support tools.
  • Follow internal SOPs and workflows to resolve issues consistently.
  • Escalate unresolved issues to Level 2 support within 30 minutes.
  • Document all troubleshooting steps, actions taken, and outcomes.
  • Maintain accurate and up-to-date ticket statuses and notes.

Requirements

  • Strong understanding of basic IT support concepts and troubleshooting.
  • Experience with Microsoft 365 or Google Workspace, including user management, password resets, and MFA.
  • Basic troubleshooting experience with Windows operating systems.
  • Foundational knowledge of networking concepts such as connectivity, WiFi, and IP basics.
  • Experience using remote support tools such as RMM or remote desktop software.
  • Familiarity with ticketing systems such as Syncro, Autotask, or ConnectWise.
  • Ability to follow SOPs and structured workflows consistently.
  • Strong written communication skills for chat and email support.
  • Ability to document work clearly, accurately, and consistently.
  • Availability to work Monday through Friday, 7:30 AM to 4:30 PM Eastern Time (GMT -5:00), aligned with US/Canada Eastern Time, Bogota, and Lima.

Benefits

  • Fully remote work environment.
  • Stable, long-term collaboration.
  • Clear scope of responsibilities and structured workflows.
  • Training and onboarding support.
  • Opportunity to work with international teams.
  • Exposure to modern tools and professional processes.
  • Supportive and collaborative work culture.
  • Opportunity for skill development and career growth.

Interested in this position?

Apply directly on the company website

Apply Now

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