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.