Job Description

We are seeking a client-focused Help Desk Technician (Level 1–2) to provide remote IT support for a growing portfolio of users. This role is ideal for a technician who enjoys solving day-to-day technical issues while delivering an excellent customer experience via phone and email.

You will play a key role in ensuring smooth IT operations by troubleshooting, documenting, and resolving user issues efficiently.

Duties / Task to perform

• Serve as the primary point of contact for user issues via phone and email
• Troubleshoot and resolve end-user issues related to Microsoft 365 (Outlook, Teams, OneDrive/SharePoint, password resets, mailbox updates)
• Provide support for Windows 10/11 devices, applications, user profiles, and printers
• Assist with remote access and basic network troubleshooting (DNS, DHCP, WiFi, VPN)
• Set up and configure devices for new users (laptops, workstations, peripherals)
• Document all troubleshooting steps, resolutions, and updates in the ticketing system
• Escalate complex issues to senior technicians with clear documentation
• Follow SOPs and service workflows to meet response and resolution targets
• Communicate proactively with users regarding ticket status, timelines, and next steps

Requirements

• 1–3 years of IT support experience (preferably in a multi-client or MSP environment)
• Strong hands-on experience with Windows 10/11 troubleshooting
• Experience supporting Microsoft 365 environments (Outlook, Teams, OneDrive/SharePoint, MFA basics)
• Understanding of basic networking concepts (IP addressing, DNS, DHCP, gateways, WiFi, VPN)
• Excellent verbal communication skills with strong phone presence
• Strong written English skills for documentation and ticket updates
• Ability to manage multiple tickets, prioritize effectively, and follow through to resolution
• Customer-first mindset with a professional and personable approach
• Detail-oriented with strong documentation habits
• Ability to work independently and follow structured processes

Schedule & availability

Monday to Friday, 8:00 AM – 4:00 PM Eastern Time (US & Canada)

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

📌 Before You Apply, Please Read:

At Freelance Latin America, we’re excited to connect you with meaningful remote opportunities. However, we want to be clear:

⏰ These are professional roles with set schedules defined by the client.
Consistent availability is expected. You will have a set work schedule determined by the client, and you are expected to be present during those hours.

🤝 You will be part of the client’s team.
You’ll follow their company guidelines, communication practices, and workflows, ensuring seamless collaboration.

📈 KPIs and goals matter.
Your performance will be measured to ensure alignment with client expectations and project objectives.

🧑‍🏫 Training may be required.
You might need to complete training to fully understand your role, tools, and client processes.

🎯 Commitment and responsibility are essential.
We work with clients who rely on your dedication to deliver consistent, high-quality results. This is key to building trust and long-term partnerships.

🚀 Ready to grow your career with us?
Apply only if you are ready to commit, learn, and take ownership of your role.