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6-18 months of technical support, desktop support, ISP/telecom, NOC, or comparable troubleshooting experience.
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Strong spoken and written English for customer interactions.
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Windows troubleshooting, basic networking, remote support, and ticket-documentation fundamentals.
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Reliable remote-work setup and availability during agreed U.S. business hours.
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Strong ownership, documentation, and willingness to learn structured MSP processes.
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Serve as a first-line support contact and own straightforward tickets from intake through documented closure.
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Troubleshoot Windows endpoints, common applications, printers/peripherals, VPN/connectivity, and Microsoft 365 user issues.
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Perform approved routine Microsoft 365 tasks after onboarding: password/MFA support, basic user/license/mailbox administration, onboarding/offboarding steps, and common Outlook/Teams/OneDrive troubleshooting.
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Use ConnectWise PSA for ticket lifecycle, time entry, status, client/site context, and escalation notes.
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Use RMM/remote-support tools to gather diagnostics and remediate low-risk endpoint issues under documented procedures.
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Coordinate with ISPs, carriers, vendors, or warranty providers when incidents depend on external parties.
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Recognize security-related symptoms and follow Bitmax escalation procedures without disabling controls or making unapproved exceptions.
Work arrangement
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Remote from Latin America.
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Full-time schedule aligned to agreed U.S. business hours.
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Microsoft 365 user/account support, MFA, Outlook/Teams/OneDrive troubleshooting.
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Any PSA/RMM/ticketing exposure: ConnectWise, Autotask, HaloPSA, Jira Service Management, ServiceNow, Freshdesk, Zendesk, or similar.
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Telecom/VoIP/3CX exposure.
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CompTIA A+ or Network+ coursework, or equivalent hands-on fundamentals.
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Experience supporting U.S. or international customers remotely.
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Experience with or working knowledge of ThreatLocker.
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Paid vacation and sick/personal days after successful completion of the initial evaluation period.
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Paid U.S. holidays according to the company holiday schedule.
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Access to a company computer for work-related use.
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Access to Microsoft training and certification resources relevant to the role.
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Annual performance and compensation review.
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Eligibility for performance-based bonuses based on individual contribution, reliability, service quality, and company performance.
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