L2 Helpdesk Technician

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

📋 Description

• Manage escalated tickets from start to finish: diagnose issues, resolve them, document the process, and communicate clearly with clients.

• Utilize Datto RMM and Autotask daily for remote troubleshooting, scripted solutions, patch management, agent health checks, and monitoring responses.

• Oversee Microsoft 365 and Entra ID administration, which includes managing user lifecycles, Exchange Online, SharePoint/OneDrive permissions, basic Conditional Access, and Intune-managed endpoints.

• Provide support for endpoints within a ThreatLocker zero-trust application control framework.

• Assess elevation and application approval requests, differentiate between legitimate business needs and policy violations, and escalate exceptions as necessary.

• Identify and report out-of-compliance requests, such as local administrator access, unapproved software, and conflicting data management practices.

• Address EDR/MDR, email security, and identity threat detection alerts at the triage level; collect context, contain threats where runbooks permit, and escalate as needed.

• Create actionable ticket documentation, knowledge-base entries, and summaries for clients.

• Ensure a smooth handoff to US-based team members at the end of the shift.

• Provide real-time support to US-based clients during a shift that begins at 2 PM CST or later.

⛳️ Requirements

• A minimum of 2 years experience in an MSP or multi-client IT support setting, including at least 1 year at an L2/escalation level.

• Strong familiarity with Windows 10/11 administration, Microsoft 365 / Entra ID, Active Directory, DNS, DHCP, and fundamental networking concepts (VLANs, VPN, firewall basics).

• Practical experience with an RMM/PSA toolset; preference for Datto RMM and Autotask, with ConnectWise, NinjaOne, or similar tools being acceptable alternatives.

• A solid understanding of security principles, including least privilege, application allowlisting, phishing and identity attack patterns, and compliance frameworks.

• Outstanding written and verbal English skills; direct daily interaction with US clients; performance evaluated live during interviews.

• Proven reliability with a consistent late schedule; punctuality at 2 PM CST is essential.

• A dedicated, quiet workspace at home for early-shift hours.

• Dependable fiber internet connection (50 Mbps+) with mobile failover capability.

🏝️ Benefits

• Monthly team-building activities to enhance relationships.

• Our location offers a vibrant area with various nearby attractions (El Golf, Las Condes).

• An assortment of snacks and beverages is always available in the office.

• Weekly team lunches to refresh and foster connections.

• Opportunity to collaborate closely with prestigious US-based companies.

• Comprehensive health and dental insurance to ensure your well-being.

• Reimbursement for wellness activities to promote a healthy lifestyle.