IT SUPPORT L1

We are a consulting firm with more than 10 years of experience in the market. We run executive search processes, organizational consulting and individual development programs. Our purpose is to inspire people and companies to live full and happy lives, creating a positive impact on the world. We firmly believe we should LIVE, not just survive! That is why our job is to find the best talent for organizations. We don’t just look for the best candidate; we find the person who will be happy in the job they are joining.

We are currently looking for a bilingual Help Desk L1 for a growing IT managed services provider (MSP) that serves clients in the United States. We want someone service-oriented, calm under pressure and highly organized. You will be the clients’ first technical point of contact and give them fast, clear and friendly solutions.

About the role

You will be the frontline resolver for day-to-day technical issues. You will handle support for devices and workstations, along with user administration. The role calls for a high pace of ticket handling and an excellent service experience.

Key responsibilities

1. Workstation and device support

Troubleshoot and fix hardware, printer, peripheral and operating system configuration issues (Windows and macOS).

Resolve application errors, slow performance and productivity tool issues (Microsoft 365, Outlook, Teams).

2. User and access management

Create and deactivate user accounts, reset passwords and set up mailboxes in Microsoft 365 and hybrid Active Directory.

Adjust shared folders and security groups according to established permission models.

3. Ticket documentation and escalation

Record in every ticket the troubleshooting steps, the device ID and the outcome.

Escalate network or server issues to Tier 2 if they are not resolved after 15–20 minutes of troubleshooting, following established protocols.

What we offer:

Independent contractor agreement, 100% remote from Colombia or LatAm, paid in U.S. dollars (USD).

Flexible, well-being-focused work environment.

Structured training and onboarding plan during the first month.

Opportunity to grow in a fast-expanding IT company.

Fluent English B2+ / C1 (required): the role involves answering calls and attending meetings in English.

Experience in first-level technical support in Microsoft environments (Windows 10/11, Outlook, Microsoft 365).

Basic networking knowledge (DHCP, Wi-Fi, DNS) and VPN and antivirus setup.

Service mindset, patience and the ability to explain solutions without technical jargon.

Ability to manage tickets and priorities autonomously while working remotely.

Preferred: CompTIA A+, Network+ or Microsoft 365 Fundamentals certifications.