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.

• 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.

Compensation, Benefits & Professional Growth

• 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.