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 idóneo 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 performServe 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, One Drive/Share Point, password resets, mailbox updates)
Provide support for Windows ***** devices, applications, user profiles, and printers
Assist with remote access and basic network troubleshooting (DNS, DHCP, Wi Fi, 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 steps1–3 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, One Drive/Share Point, MFA basics)
Understanding of basic networking concepts (IP addressing, DNS, DHCP, gateways, Wi Fi, 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 processesSchedule & 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 growthBefore You Apply, Please Read:

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