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 adecuado 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 ***** 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
1–3 years of IT support experience (preferably in a multi-client or MSP environment)
Strong hands-on experience with Windows ***** 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)
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
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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.

📌 It Support Specialist (México)
🏢 Freelance Latin America
📍 México