Junior IT Support Technician

• 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.

Responsabilidades: • 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.

Deseable: • • 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.

Beneficios: • Paid vacation and sick/personal days after successful completion of the initial evaluation period.

• Paid U.S. holidays according to the company holiday schedule.

• Access to a company computer for work-related use.

• Access to Microsoft training and certification resources relevant to the role.

• Annual performance and compensation review.

• Eligibility for performance-based bonuses based on individual contribution, reliability, service quality, and company performance.