IT Help Desk Technician

hace 5 días

Maracaibo, Venezuela Freelance Latin America A tiempo completo

As a Remote Help Desk Technician (Level 2), you will provide remote support, troubleshoot issues, resolve tickets, and follow MSP best practices. You will work with Windows/macOS devices, Microsoft 365 environments, common SMB networks, and various line‑of‑business applications.
Core Support & Troubleshooting

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.

MSP Workflow & Documentation

Follow MSP workflows including SLAs, ticket documentation, and escalation rules.
Maintain detailed, accurate ticket notes and real‑time time entries.
Understanding MSP workflows, PSA/RMM tools, SLAs, and documentation standards is required.

Customer Service & Communication

Deliver exceptional customer service with clear, professional communication.
Communicate directly with end users and write detailed ticket notes.
Must be able to explain technical issues clearly and professionally.


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.

Preferred Qualifications

CompTIA A+, Network+, or similar certification.
Experience with macOS support.
Familiarity with Intune, Autopilot, or MDM solutions.
Exposure to cybersecurity tools (EDR, AV, MFA security workflows.Schedule: Monday through Friday from 9:00am to 6:00pm PST.


Competitive pay in US Dollars.
You’ll get to work with some amazing, respected business professionals.
We really value and encourage input from our team members.
We offer different payment methods (Zelle, Face Bank, Binance)
You’ll get paid every two weeks
Birthday and work anniversary celebrations.
Alliances with many brands grant extra benefits to freelancers.
Weekly recreation dynamics that foster a healthy work environment.

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.

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