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.
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.
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.
