Freelance Latin AmericaFreelance Latin America

IT Level 1

Added 6 days ago

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.

Duties / Task to perform

  • 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

  • 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

Schedule & availability

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

📌 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.