Level 1 Helpdesk Technician
hace 4 semanas
Only resumes in English will be considered About us: HiredRemoteli is a leading recruitment agency that bridges top-tier talent across Latin America with exceptional opportunities in the United States. With a strong history of success and a dedication to quality, we are your reliable partner in achieving career growth. Our vast network, tailored approach, and dedicated support ensure you receive the best assistance in securing your next professional opportunity. Location : LATAM Schedule : Full Time 9 am to 6pm EST Position Summary Are you a tech-savvy problem solver with a passion for helping others? We are looking for a proactive Level 1 IT Technician to serve as the first line of support for our diverse clientele. In this remote-first role, you will be the "voice of the company," resolving technical hurdles through chat, phone, and email. If you thrive in fast-paced environments, possess deep curiosity for how systems work, and pride yourself on delivering a stellar customer experience, we want to hear from you Qualifications & Hard Skills Experience: At least 2 years of professional experience in an IT support or technical troubleshooting role. Certifications: Active CompTIA A+ certification or equivalent industry-standard credential. Infrastructure Knowledge: Solid understanding of Windows Servers, Active Directory, and Microsoft 365 administration. Networking Fundamentals: Familiarity with WAN/LAN connectivity, managing routers and firewalls, and configuring DNS settings. Remote Solutions: Hands-on experience implementing and maintaining VPNs and Terminal Services. Critical Thinking: A proven ability to diagnose complex hardware and software issues and apply efficient, long-term fixes. Responsibilities First-Response Support: Act as the primary point of contact for service requests, resolving issues related to workstations, servers, printers, and specialized vendor software. System Monitoring: Vigilantly track RMM (Remote Monitoring and Management) alerts and convert notifications into actionable service tickets. Connectivity Management: Ensure seamless remote access for clients by troubleshooting network security and connectivity gaps. Detailed Documentation: Maintain high-quality, up-to-date system logs and client records using ConnectWise. Client Advocacy: Translate "tech-speak" into clear instructions for customers, providing empathetic and professional service throughout the resolution process. Smart Escalation: Independently manage your ticket queue while identifying when a complex issue requires the attention of senior engineering tiers. Main Tools to manage for this position Microsoft Workspace: Outlook, Docs, Sheets, Slides, and Drive. Microsoft Office: Word, Excel. Hubstaff: Web and Desktop Apps, Hubstaff Tasks. Teams : Meetings, Activities and Channels. ConnectWise: (Ticketing and Documentation) Why us? Competitive pay in US dollars. Additional compensation for extra hours. Opportunity to grow. Time-off flexibility. Seniority level Entry level Employment type Full-time Job function Information Technology Industries Information Services and IT Services and IT Consulting #J-18808-Ljbffr
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