IT Support Technician

This is a fully remote position, open to applicants in Guatemala.

📋 Description

• Respond to inbound support calls and address client inquiries via phone and email.

• Diagnose common issues related to hardware, software, and network connectivity.

• Resolve Tier 1 queries such as password resets, account lockouts, and workstation configuration challenges.

• Clearly guide clients through troubleshooting procedures.

• Prioritize service disruptions and work diligently to restore service promptly.

• Escalate intricate issues to senior technicians along with detailed troubleshooting notes.

• Create and manage user accounts, licenses, and basic tenant settings in Microsoft 365.

• Troubleshoot problems related to Microsoft 365 email access, authentication, and applications.

• Configure and resolve issues on Windows 10 and 11 workstations.

• Assist with basic administrative tasks and scripting.

• Manage fundamental VoIP requests, including extension modifications, voicemail resets, and call forwarding.

• Troubleshoot phone configuration and connectivity challenges.

• Identify basic network connectivity issues involving routers, switches, and firewalls.

• Collaborate with vendors or third-party providers when necessary.

• Monitor and manage support requests using HubSpot.

• Create and update tickets with descriptions, troubleshooting steps, and resolutions.

• Document work for billing, reporting, and service quality purposes.

• Keep clients updated on ticket progress and resolution timelines.

• Follow up on open tickets and maintain ownership until resolved or reassigned.

• Identify and triage basic cybersecurity issues.

• Escalate security incidents following established protocols.

• Assist with IT projects and support senior technicians during larger deployments.

• Research unfamiliar technologies and identify recurring technical issues.

• Participate in a shared after-hours on-call rotation once qualified, typically every three weeks.

⛳️ Requirements

• At least 2 years of practical IT help desk or service desk experience, including answering support calls and managing a ticket queue.

• Proficient knowledge of Microsoft 365 administration at the tenant level, including user provisioning, license management, and basic configuration.

• Experience in configuring, managing, and troubleshooting Windows 10 and 11 workstations, including basic scripting.

• Basic understanding of networking concepts, including routers, switches, firewalls, and common connectivity problems.

• Familiarity with hosted VoIP systems such as 3CX, RingCentral, 8x8, or similar platforms, or a demonstrated ability to learn them swiftly.

• Excellent customer service and interpersonal skills, demonstrating patience and professionalism.

• Strong troubleshooting abilities and the capability to research unfamiliar technical issues.

• Good documentation practices and experience in handling multiple support requests.

• Willingness to participate in a shared after-hours on-call rotation.

• Must possess a personal webcam, microphone, and computer.

• Proficient in English, both verbal and written (C1-C2 on the CEFR Scale).

• Access to a quiet workspace at home with reliable internet (100 Mbps or higher).

• Preferred: Previous experience with a Managed Service Provider (MSP).

• Preferred: Familiarity with Ubiquiti, Arista, Meraki, or MikroTik.

• Preferred: Understanding of DNS services and troubleshooting methodologies.

• Preferred: Basic knowledge of cybersecurity topics, including phishing, MFA, and compromised accounts.

• Preferred: CompTIA A+, Network+, or Microsoft certifications.

• Preferred: Experience with HubSpot or other IT ticketing systems.

🏝️ Benefits

• Relevant software and subscriptions provided.

• Opportunities to engage in larger IT projects and assume more technical responsibilities.

• Collaborative environment within a technical team.

• Shared after-hours on-call rotation typically every three weeks, as required.