Remote MSP Help Desk Technician
HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next independent contracting opportunity.Job Title: MSP Help Desk TechnicianLocation: Remote from Latin AmericaPosition Type: Full-timeSalary: $2,200 – $3,000 USD/monthSchedule: Monday - Friday, 10:30 AM – 7:30 PM MT (Mountain Time)Job OverviewOur client is a U.S.-based Managed Service Provider (MSP) delivering outsourced IT support to multiple businesses.MSPs operate differently from corporate IT: technicians support many clients, follow strict SOPs, and resolve issues quickly while maintaining excellent communication.This environment requires technicians who are organized, proactive, and comfortable taking ownership of the user experience.The RoleWe are seeking a hands-on, customer-focused Help Desk Technician (L1/L2) who thrives in a multi‑tenant MSP environment. You will troubleshoot a wide range of issues, communicate clearly with end users, and work efficiently across multiple client environments.If you have Microsoft 365 Admin Center, VoIP/3CX, and strong troubleshooting discipline, you’ll excel here.Key Responsibilities You will support multiple clients in a fast-paced MSP environment:Provide L1/L2 technical support via phone, email, and remote toolsTroubleshoot Windows, Microsoft 365, networking, and endpoint issuesManage users, mailboxes, licenses, MFA, and security policies in Microsoft 365 Admin CenterSupport VoIP/3CX systems: extensions, call flows, softphones, SIP registrationResolve issues with VPN, Wi-Fi, printers, and general connectivityDocument all work in the ticketing system and follow SLAsEscalate complex issues to senior engineers when appropriateDeliver excellent customer service with clear, friendly communicationRequired Qualifications (Non-negotiables)Candidates must have ALL of the following:✔ 1. MSP Experience (Minimum 1 Year)Worked for a U.S. MSP or IT services providerSupported multiple clients/tenantsFamiliar with SLAs, ticket queues, and remote support workflowsComfortable answering incoming support calls✔ 2. Microsoft 365 Admin CenterHands-on experience with:User & mailbox managementShared mailboxesLicense assignmentsMFA setup & troubleshootingDistribution lists/security groupsBasic Exchange Online administration✔ 3. Strong Troubleshooting SkillsClear step-by-step logicAbility to work independently and stay productive remotelyReal-world problem solving (not theoretical answers)Preferred Qualifications (Not required, but highly valued)3CX / VoIP experience (SIP, call flows, softphones)Basic networking (DNS, DHCP, VLANs, firewalls)RMM/PSA tools (NinjaOne, Atera, ConnectWise, Autotask)Intune or device management toolsBenefitsCompetitive Compensation: High-tier salary range for Latin American IT professionals.Growth Opportunity: Work within a structured U.S. MSP environment with exposure to diverse technical stacks.Stability: Stable, long-term full-time remote position.Impact: Direct influence on client satisfaction and the operational success of a growing service provider.