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 consistentlySchedule & 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 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.

📌 It Level 1 (Xico)
🏢 Freelance Latin America
📍 Xico