📋 Role Overview
We are a growing Managed Service Provider (MSP) supporting 10–30 business clients across the US. We're looking for a Remote Help Desk Technician based in Latin America to join our small, tight-knit team. You'll be the frontline of our client experience — resolving issues quickly, communicating clearly, and keeping our clients' environments running smoothly.
🎯 Responsibilities
Help Desk & Ticket Management
- Respond to inbound support requests via email and phone in a timely, professional manner
- Log, track, and resolve tickets through Kaseya BMS, ensuring accurate documentation and SLA compliance
- Triage and prioritize incoming issues based on urgency and business impact
- Escalate complex issues to senior engineers when appropriate, with full context and notes
End User Support
- Troubleshoot hardware, software, and connectivity issues for end users across multiple client environments
- Assist with user onboarding and offboarding — account creation, device setup, access provisioning
- Support Microsoft 365 users with email, Teams, SharePoint, OneDrive, and licensing issues
- Manage Active Directory and Azure AD tasks including password resets, group policy, and account management
Remote Monitoring & Maintenance
- Use Kaseya VSA to monitor endpoints, deploy patches, and respond to alerts
- Perform routine maintenance tasks and document findings clearly
- Identify recurring issues and flag patterns to the team for proactive resolution
Client Communication
- Communicate technical issues in plain, friendly English to non-technical users
- Provide timely status updates on open tickets — no client should ever have to chase you
- Represent the company professionally on every call and email
Team Collaboration
- Work closely with 2–4 team members, sharing knowledge and supporting each other on complex issues
- Contribute to and maintain internal documentation, SOPs, and knowledge base articles
Participate in team check-ins and handoffs to ensure nothing falls through the cracks
✅ Requirements
Must-Have
- Fluent English — strong written and spoken communication is non-negotiable
- 1–3 years of experience in a help desk, IT support, or MSP environment
- Hands-on experience with Windows 10/11 and Active Directory (user management, GPO, OU structure)
- Working knowledge of Microsoft 365 Admin Center — Exchange, Teams, SharePoint, licensing
- Solid understanding of networking fundamentals — TCP/IP, DHCP, DNS, VPN, basic LAN troubleshooting
- Experience using a PSA/ticketing system (Kaseya BMS, ConnectWise, Autotask, or similar)
- Reliable high-speed internet connection and a quiet, professional home office setup
Nice to Have
- Experience with Kaseya VSA or any RMM platform
- CompTIA A+, Network+, or Microsoft certifications (MS-900, MD-102, etc.)
- Experience supporting US-based clients or working US business hours
