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 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
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

📌 IT Support Specialist (Zapopan)
🏢 Freelance Latin America
📍 Zapopan