Descripción del puesto
We’re seeking a proactive, customer-focused Help Desk Technician with 1–3 years of experience in a help desk, IT support, or MSP environment. The ideal candidate is comfortable working in a multi-client MSP setting, fluent in English, and capable of translating technical details into clear guidance for end users. You should have hands-on experience with Windows 10/11, Active Directory (user management, GPO, OU structure), and Microsoft 365 Admin Center (Exchange, Teams, Share
Point, licensing). A solid grounding in networking fundamentals (TCP/IP, DHCP, DNS, VPN, basic LAN troubleshooting) and familiarity with PSA/ticketing systems (Kaseya BMS, Connect
Wise, Autotask, or similar) are essential. Certifications (e.g., CompTIA A+, Network+, MS-900, MD-102) and prior US-based client support or US business hours experience are a plus. You must have a reliable high-speed internet connection and a quiet, professional home office environment. This role requires strong communication skills, a customer-first attitude, and the ability to manage multiple client environments with discipline and accountability. You’ll grow your technical and problem-solving capabilities while contributing to a collaborative, growth-oriented team culture.
Help Desk & Ticket Management: Respond to inbound support requests via email and phone in a timely, professional manner; log, track, and resolve tickets through Kaseya BMS; ensure accurate documentation and SLA compliance; triage and prioritize issues based on urgency and business impact; escalate complex issues to senior engineers with full context.
End User Support: Troubleshoot hardware, software, and connectivity issues for end users across multiple client environments; assist with user onboarding/offboarding — account creation, device setup, access provisioning; support Microsoft 365 users with email, Teams, Share
Point, OneDrive, and licensing issues; manage Active Directory and Azure AD tasks including password resets, group policy, and account management.
Remote Monitoring & Maintenance: Use Kaseya VSA to monitor endpoints, deploy patches, and respond to alerts; perform routine maintenance tasks and document findings clearly; identify recurring issues and flag patterns for proactive resolution.
Client Communication: Explain technical issues in plain, friendly English to non-technical users; provide timely status updates on open tickets; represent the company professionally on every call and email.
Team Collaboration: Work closely with 2–4 team members; share knowledge and support each other on complex issues; contribute to internal documentation, SOPs, and knowledge base articles; participate in team check-ins and handoffs to ensure no tasks fall through the cracks.
Requisitos
- Experience with Kaseya VSA or any RMM platform; additional certifications (MS-900, MD-102 or equivalent); familiarity with security practices (MFA, endpoint protection, phishing awareness); prior experience supporting US-based clients or aligning with US Eastern time zone hours; comfort speaking with clients directly on the phone.