We are looking for a proactive and detail-oriented IT Support Technician (Level 1) to join a growing professional services team. In this role, you will be the first point of contact for technical issues, providing timely support and ensuring a smooth helpdesk experience. This is an excellent opportunity for someone looking to build a solid foundation in IT support within a structured environment.
Duties / Task to perform
- Monitor and respond to incoming support tickets via chat and email
- Perform initial triage, categorization, and prioritization of all tickets
- Resolve basic technical issues, including: password resets, MFA troubleshooting, new user setup and offboarding, login and basic application issues
- Perform remote troubleshooting using provided tools
- Follow internal SOPs and workflows for issue resolution
- Escalate unresolved issues within 30 minutes to Level 2 support
- Document all actions taken, including troubleshooting steps and outcomes
- Maintain accurate and up-to-date ticket statuses and notes
- Strong understanding of basic IT support concepts and troubleshooting
- Experience with Microsoft 365 or Google Workspace (user management, password resets, MFA)
- Basic troubleshooting experience with Windows operating systems
- Foundational knowledge of networking (connectivity, WiFi, IP basics)
- Experience using remote support tools (RMM, remote desktop)
- Familiarity with ticketing systems (e.g., Syncro, Autotask, 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
Schedule & availabilityMonday through Friday, 7:30 AM to 4:30 PM (GMT -5-00) Eastern Time (US & Canada), Bogota, Lima
- 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
- Exposur
📌 IT Level 1 (México)
🏢 Freelance Latin America
📍 México
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