# IT Support Specialist

> Freelance Latin America · Venezuela, Bolivarian Republic of (Remote) · Full-time · Posted 2026-03-26

**Salary:** USD 12,000–14,400

**Workplace:** remote

**Department:** IT

## Description

We are seeking a client-focused Help Desk Technician (Level 1–2) to provide remote IT support for a growing portfolio of users. This role is ideal for a technician who enjoys solving day-to-day technical issues while delivering an excellent customer experience via phone and email.

You will play a key role in ensuring smooth IT operations by troubleshooting, documenting, and resolving user issues efficiently.

**Duties / Task to perform**

-   Serve as the primary point of contact for user issues via phone and email
-   Troubleshoot and resolve end-user issues related to Microsoft 365 (Outlook, Teams, OneDrive/SharePoint, password resets, mailbox updates)
-   Provide support for Windows 10/11 devices, applications, user profiles, and printers
-   Assist with remote access and basic network troubleshooting (DNS, DHCP, WiFi, VPN)
-   Set up and configure devices for new users (laptops, workstations, peripherals)
-   Document all troubleshooting steps, resolutions, and updates in the ticketing system
-   Escalate complex issues to senior technicians with clear documentation
-   Follow SOPs and service workflows to meet response and resolution targets
-   Communicate proactively with users regarding ticket status, timelines, and next steps

## Requirements

-   1–3 years of IT support experience (preferably in a multi-client or MSP environment)
-   Strong hands-on experience with Windows 10/11 troubleshooting
-   Experience supporting Microsoft 365 environments (Outlook, Teams, OneDrive/SharePoint, MFA basics)
-   Understanding of basic networking concepts (IP addressing, DNS, DHCP, gateways, WiFi, VPN)
-   Excellent verbal communication skills with strong phone presence
-   Strong written English skills for documentation and ticket updates
-   Ability to manage multiple tickets, prioritize effectively, and follow through to resolution
-   Customer-first mindset with a professional and personable approach
-   Detail-oriented with strong documentation habits
-   Ability to work independently and follow structured processes

**Schedule & availability**

Monday to Friday, 8:00 AM – 4:00 PM Eastern Time (US & Canada)

## Benefits

-   Fully remote work environment

-   Stable, long-term collaboration
-   Clear scope of responsibilities and structured workflows
-   Training and onboarding support
-   Opportunity to work with international teams
-   Exposure to modern tools and professional processes
-   Supportive and collaborative work culture
-   Opportunity for skill development and career growth

### 📌 **Before You Apply, Please Read:**

At Freelance Latin America, we’re excited to connect you with meaningful remote opportunities. However, we want to be clear:

⏰ These are professional roles with set schedules defined by the client.  
Consistent availability is expected. You will have a set work schedule determined by the client, and you are expected to be present during those hours.

🤝 You will be part of the client’s team.  
You’ll follow their company guidelines, communication practices, and workflows, ensuring seamless collaboration.

📈 KPIs and goals matter.  
Your performance will be measured to ensure alignment with client expectations and project objectives.

🧑‍🏫 Training may be required.  
You might need to complete training to fully understand your role, tools, and client processes.

🎯 Commitment and responsibility are essential.  
We work with clients who rely on your dedication to deliver consistent, high-quality results. This is key to building trust and long-term partnerships.

🚀 Ready to grow your career with us?  
Apply only if you are ready to commit, learn, and take ownership of your role.

## Apply

[Apply at Freelance Latin America](https://apply.workable.com/freelance-latin-america/j/431784F576/apply)

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