IT Support Technician Level 1
New
F
Freelance Latin AmericaProfessional Services
Venezuela, Bolivarian Republic of. Colombia. Chile. Costa Rica. Argentina. Mexico, GMT -5-00 (Eastern Time (US & Canada), Bogota, Lima)Full-TimeEntry
Salary not disclosed
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Job Details
- Required Skills
- Google WorkspaceNetworking
Requirements
- 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
Responsibilities
- 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
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