Remote IT Support Specialist (Tier 1-2)

📍 Location: Latin America (Remote)

💼 Type: Full-Time, Contractor

🕒 Schedule: Monday to Friday, 8am–5pm PST

💰 Compensation: Competitive hourly rate in USD

🎯 Industry: U.S.-based Technology Company (Confidential Client)

🚀 About the Role

We’re seeking a Remote IT Support Specialist (Tier 1–2) to join a global, cloud-first environment supporting a fast-growing U.S. technology client. You’ll provide remote technical support to end users across multiple time zones, focusing on Microsoft 365, Windows, and SaaS tools.

This is a fully remote position open exclusively to professionals based in Latin America who are fluent in English and experienced in supporting international teams.

🔧 What You’ll Do

• Serve as the first line of support for software and hardware incidents via a ticketing system.
• Troubleshoot and resolve issues remotely using Microsoft Teams and Zoom.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, Excel, Word, PowerPoint).
• Manage user access, permissions, and SSO/MFA through Entra ID (Azure AD).
• Perform password resets, group assignments, and basic M365 administration.
• Escalate complex issues to senior IT staff with clear documentation.
• Maintain ticket notes and update internal knowledge base articles.
• Collaborate with IT colleagues to identify recurring issues and recommend process improvements.
• Participate in IT projects such as onboarding, migrations, and hardware upgrades.

💡 What We’re Looking For

• 1–3 years of experience in IT helpdesk or remote support roles.
• Proven expertise with Microsoft 365 and Windows 10/11 environments.
• Familiarity with ITSM/ticketing tools (ServiceNow, Zendesk, FreshService, etc.).
• Basic knowledge of M365 Admin Center, SSO, and endpoint management.
• Strong English communication skills (verbal and written).
• Excellent customer service, problem-solving, and multitasking abilities.
• Certifications such as CompTIA A+, Network+, Security+, or Microsoft 365 Certified are a plus.

💻 Requirements

• Reliable internet connection and home office setup.
• Ability to work remotely and independently.
• Available to work standard U.S. business hours (PST time zone).