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 emailTroubleshoot 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 printersAssist 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 systemEscalate complex issues to senior technicians with clear documentationFollow SOPs and service workflows to meet response and resolution targetsCommunicate 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 ***** troubleshootingExperience 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 presenceStrong written English skills for documentation and ticket updatesAbility to manage multiple tickets, prioritize effectively, and follow through to resolutionCustomer-first mindset with a professional and personable approachDetail-oriented with strong documentation habitsAbility to work independently and follow structured processesSchedule & availabilityMonday to Friday, 8:00 AM – 4:00 PM Eastern Time (US & Canada)Fully remote work environmentStable, long-term collaborationClear scope of responsibilities and structured workflowsTraining and onboarding supportOpportunity to work with international teamsExposure to modern tools and professional processesSupportive and collaborative work cultureOpportunity for skill development and career growthBefore You Apply, Please Read:

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