IT Help Desk Technician

As a Remote Help Desk Technician (Level 2), you will provide remote support, troubleshoot issues, resolve tickets, and follow MSP best practices. You will work with Windows/macOS devices, Microsoft 365 environments, common SMB networks, and various line-of-business applications.

Core Support & Troubleshooting

• Provide remote support via phone, PSA ticketing system, and remote-control tools.
• Troubleshoot common IT issues (M365, Windows/macOS, printing, VPN, email, etc.).
• Respond to RMM alerts (patching failures, AV alerts, offline endpoints).
• Perform basic system administration (M365 accounts, Azure AD identity issues).
• Escalate complex issues with complete notes and diagnostics.

MSP Workflow & Documentation

• Follow MSP workflows including SLAs, ticket documentation, and escalation rules.
• Maintain detailed, accurate ticket notes and real-time time entries.
• Understanding MSP workflows, PSA/RMM tools, SLAs, and documentation standards is required.

Customer Service & Communication

• Deliver exceptional customer service with clear, professional communication.
• Communicate directly with end users and write detailed ticket notes.
• Must be able to explain technical issues clearly and professionally.

Requirements

• Perfect English communication skills (verbal and written).
• Previous experience working at an MSP (required).
• 1-3 years of help desk or technical support experience.
• Strong Windows 10/11 troubleshooting skills.
• Experience with PSA platforms (ConnectWise, Autotask, etc.).
• Experience with RMM tools (NinjaOne, N-able, Datto RMM, etc.).
• Familiarity with Microsoft 365 administration.
• Basic networking knowledge (DNS, DHCP, TCP/IP).
• Strong multitasking and documentation discipline.

Preferred Qualifications

• CompTIA A+, Network+, or similar certification.
• Experience with macOS support.
• Familiarity with Intune, Autopilot, or MDM solutions.
• Exposure to cybersecurity tools (EDR, AV, MFA security workflows.
  
  Schedule: Monday through Friday from 9:00am to 6:00pm PST.

Benefits

• Competitive pay in US Dollars.
• You'll get to work with some amazing, respected business professionals.
• We really value and encourage input from our team members.
• We offer different payment methods (Zelle, Face Bank, Binance)
• You'll get paid every two weeks
• Birthday and work anniversary celebrations.
• Alliances with many brands grant extra benefits to freelancers.
• Weekly recreation dynamics that foster a healthy work environment.

📌 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.