As a Remote Help Desk Professional (Level 1), you will provide front-line technical support to clients by troubleshooting hardware, software, and network-related issues. The role requires a mix of technical expertise, customer service skills, and problem-solving abilities to ensure efficient ticket resolution and exceptional client satisfaction.
You will manage incoming support requests, resolve Tier 1 technical issues, and escalate complex cases to higher-level engineers when necessary, while maintaining accurate documentation of all support activities.
What we offer…
- Monday to Friday / Full-Time / EST
- Be part of an international business and increase your work experience.
- Create your comforts to work as you will have your own space to do so.
- Forget about wasting time going to an office as you will work from home.
What will you be doing in this position?
1. Technical Support
- Respond to IT support tickets via the Auto Task ticketing system.
- Troubleshoot hardware, software, and network issues remotely.
- Perform password resets and manage user account access.
- Assist clients with printer setup and connectivity issues.
- Provide email and Outlook configuration support.
- Use Datto RMM to monitor and resolve system issues.
- Configure and troubleshoot IP cameras, NVRs, Ubiquiti networks, and firewalls (Sonicwall, PFSense, Sophos).
2. Client Communication & Service
- Communicate technical information clearly to non-technical users.
- Ensure all interactions meet the company’s customer service and response-time standards.
- Follow up with clients to confirm issue resolution.
3. Documentation & Reporting
- Log all troubleshooting steps and resolutions accurately in IT Glue.
- Update client documentation and asset records as needed.
- Report recurring technical problems and suggest long-term solutions.
4. Escalation & Collaboration
- Identify complex or unresolved issues requiring escalation to Level 2/3 support.
- Collaborate with other technicians and departments to ensure seamless service delivery.
- Participate in team meetings and ongoing training.
What do we need from you?
- Location preference: Bogotá, Colombia
- Minimum 2 years of IT support experience, preferably in a Managed Services environment (MSP).
- Strong knowledge of Windows OS, Office 365, and basic networking principles.
- Experience using remote monitoring tools (Datto RMM, TeamViewer, or similar).
- Familiarity with ticketing systems like Auto Task.
- Excellent communication, troubleshooting, and organizational skills.
- Ability to work independently and prioritize tasks effectively.
Typical Workday
- Review assigned tickets and prioritize based on urgency.
- Perform troubleshooting sessions via remote access tools.
- Document fixes in IT Glue and update client status.
- Participate in check-ins or technical review meetings.
- Follow up with clients to confirm resolution and satisfaction.
Typical Workweek
- Full-time, Monday to Friday (9:00 AM – 5:30 PM EST).
- The week includes consistent ticket management, client troubleshooting sessions, documentation updates, team collaboration, and performance tracking aligned with SLA standards.
Software & Tools
- Auto Task – Ticketing System
- Datto RMM – Remote Monitoring and Management
- IT Glue – Documentation Management
- Microsoft Teams / Slack – Communication
- Windows OS / Office 365 – Client Environments
Work Environment
- Fully remote position with a quiet, professional workspace.
- Reliable high-speed internet connection and secure remote access setup required.
- Dual-monitor setup and headset strongly recommended for multitasking efficiency.
Performance Evaluation
Performance will be evaluated based on:
- Ticket resolution time and adherence to SLA standards.
- Customer satisfaction and feedback scores.
- Documentation accuracy and completeness.
- Escalation efficiency and proactive issue reporting.
- Responsiveness and reliability during work hours.
Key Performance Indicators (KPIs)
- Average ticket resolution time within company standards.
- Maintain 95%+ documentation accuracy in IT Glue.
- Client satisfaction rate above 90%.
- Consistent on-time response and follow-up to tickets.
- Reduction in recurring technical issues per client.
About our client...
Netcom is a leading IT Managed Services Provider (MSP) offering comprehensive technology solutions that help businesses operate efficiently and securely.
Their mission is to provide reliable IT support, cybersecurity, and cloud infrastructure management that minimize downtime and ensure smooth operations across multiple industries.