Junior IT Support Technician

Required Qualifications • 6-18 months of technical support, desktop support, ISP/telecom, NOC, or comparable troubleshooting experience. • Strong spoken and written English for customer interactions. • Windows troubleshooting, basic networking, remote support, and ticket-documentation fundamentals. • Reliable remote-work setup and availability during agreed U.S. business hours. • Strong ownership, documentation, and willingness to learn structured MSP processes.

What you will do • Serve as a first-line support contact and own straightforward tickets from intake through documented closure. • Troubleshoot Windows endpoints, common applications, printers/peripherals, VPN/connectivity, and Microsoft 365 user issues. • 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. • Use ConnectWise PSA for ticket lifecycle, time entry, status, client/site context, and escalation notes. • Use RMM/remote-support tools to gather diagnostics and remediate low-risk endpoint issues under documented procedures. • Coordinate with ISPs, carriers, vendors, or warranty providers when incidents depend on external parties. • Recognize security-related symptoms and follow Bitmax escalation procedures without disabling controls or making unapproved exceptions. Work arrangement • Remote from Latin America. • Full-time schedule aligned to agreed U.S. business hours.

What is a plus? • • Microsoft 365 user/account support, MFA, Outlook/Teams/OneDrive troubleshooting. • Any PSA/RMM/ticketing exposure: ConnectWise, Autotask, HaloPSA, Jira Service Management, ServiceNow, Freshdesk, Zendesk, or similar. • Telecom/VoIP/3CX exposure. • CompTIA A+ or Network+ coursework, or equivalent hands-on fundamentals. • Experience supporting U.S. or international customers remotely. • Experience with or working knowledge of ThreatLocker.