Remote Level II IT Help Desk Support Technicians

Summary
We work with a wide range of U.S.-based clients, many in the Managed Services Provider (MSP) space, and are currently hiring Remote Level II IT Help Desk Support Technicians to join their growing teams. This role requires strong knowledge of desktop and server technologies, including Windows 10, Windows Server 2016/2019, networking fundamentals, and various vendor-specific applications and hardware.

Duties & Responsibilities

  • Act as the go-to resource for Windows desktop support issues

  • Provide daily technical assistance to end-users

  • Support the configuration and maintenance of Windows Servers

  • Monitor alerts and respond in line with operational procedures

  • Manage escalated service desk requests that require advanced troubleshooting

  • Assist with onboarding of new employees (accounts, permissions, and setup)

  • Deliver support for LAN/WAN environments

  • Handle installation and maintenance of network devices and hardware

  • Maintain accurate documentation and ensure service standards are met

Qualifications & Requirements

  • Previous MSP experience is essential

  • At least 3 years in roles such as IT Help Desk, Desktop Support, Service Desk Analyst, or related technical support functions

  • Experience using Remote Monitoring & Management (RMM) platforms (ConnectWise, Kaseya, Ninja, etc.)

  • Familiarity with Professional Services Automation (PSA) tools such as Autotask

  • Background in firewall and network support (SonicWall, Meraki preferred)

  • Solid troubleshooting skills across networks, servers, and endpoints

  • Strong communication abilities, both written and verbal

  • Proven ability to provide excellent customer service in a professional manner

  • Reliable, with a strong work ethic and attention to detail

  • Desire to continue developing technical skills and knowledge

Employment Type: Full time Location: Bogota, Colombia
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