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 ideal 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 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 growth
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.
