IT Help Desk Technician
Company:Freelance Latin America
Location:Maracaibo, Zulia, Venezuela, Colombian, Chile, Nicaragua, Departamento de Atlántida, Honduras, PST
Languages:English
Seniority level:Middle, 1-3 years
Experience:1-3 years
Skills:
CybersecurityCommunication SkillsCustomer serviceDocumentationNetworkingTroubleshootingTechnical supportEnglish communication
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. CompTIA A+, Network+, or similar certification (preferred). Experience with macOS support (preferred). Familiarity with Intune, Autopilot, or MDM solutions (preferred). Exposure to cybersecurity tools (EDR, AV, MFA security workflows) (preferred).
Responsibilities:
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. Follow MSP workflows including SLAs, ticket documentation, and escalation rules. Maintain detailed, accurate ticket notes and real-time time entries. Deliver exceptional customer service with clear, professional communication. Communicate directly with end users and write detailed ticket notes. Explain technical issues clearly and professionally.
