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 performMonitor 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, Wi Fi, IP basics)
Experience using remote support tools (RMM, remote desktop)
Familiarity with ticketing systems (e.g., Syncro, Autotask, Connect Wise)
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:

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