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Location: Remote from Latin America

Position Type: Full-time

Salary $2,200 – $3,000 USD/month

Schedule: Monday - Friday, 10:30 AM – 7:30 PM MT (Mountain Time)

We are seeking a hands-on, customer-focused Help Desk Technician (L1/L2) who thrives in a multi‑tenant MSP environment You will troubleshoot a wide range of issues, communicate clearly with end users, and work efficiently across multiple client environments.

If you have Microsoft 365 Admin Center, VoIP/3CX, and strong troubleshooting discipline, you’ll excel here.

Key Responsibilities

You will support multiple clients in a fast-paced MSP environment:

• Provide L1/L2 technical support via phone, email, and remote tools

• Troubleshoot Windows, Microsoft 365, networking, and endpoint issues

• Manage users, mailboxes, licenses, MFA, and security policies in Microsoft 365 Admin Center

• Support VoIP/3CX systems: extensions, call flows, softphones, SIP registration

• Resolve issues with VPN, Wi-Fi, printers, and general connectivity

• Document all work in the ticketing system and follow SLAs

• Escalate complex issues to senior engineers when appropriate

• Deliver excellent customer service with clear, friendly communication

Required Qualifications (Non-negotiables)

Candidates must have ALL of the following:

✔ 1. MSP Experience (Minimum 1 Year)

• Worked for a U.S. MSP or IT services provider

• Supported multiple clients/tenants

• Familiar with SLAs, ticket queues, and remote support workflows

• Comfortable answering incoming support calls

✔ 2. Microsoft 365 Admin Center

Hands-on experience with:

• User & mailbox management

• Shared mailboxes

• License assignments

• MFA setup & troubleshooting

• Distribution lists/security groups

• Basic Exchange Online administration

✔ 3. Strong Troubleshooting Skills

• Clear step-by-step logic

• Ability to work independently and stay productive remotely

• Real-world problem solving (not theoretical answers)

Preferred Qualifications (Not required, but highly valued)

• • 3CX / VoIP experience (SIP, call flows, softphones)

  • Basic networking (DNS, DHCP, VLANs, firewalls)

  • RMM/PSA tools (NinjaOne, Atera, ConnectWise, Autotask)

  • Intune or device management tools