[Hiring] IT Level 1 @Freelance Latin America

Role Description

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.

• Monitor 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

Qualifications

• 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, WiFi, IP basics)
• Experience using remote support tools (RMM, remote desktop)
• Familiarity with ticketing systems (e.g., Syncro, Autotask, ConnectWise)
• Ability to follow SOPs and structured workflows consistently
• Strong written communication skills for chat and email support
• Ability to document work clearly, accurately, and consistently

Requirements

• Schedule: Monday 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

Benefits

• Consistent availability is expected; you will have a set work schedule determined by the client
• You’ll follow the client’s company guidelines, communication practices, and workflows
• Your performance will be measured to ensure alignment with client expectations and project objectives
• Training may be required to fully understand your role, tools, and client processes
• Commitment and responsibility are essential for delivering consistent, high-quality results