IT Support Level 1

We are looking for a tech-savvy and customer-oriented IT Support Level 1 professional to provide remote technical support for a U.S.-based organization. This role is ideal for someone with foundational IT knowledge who can troubleshoot common technical issues, manage support tickets, maintain clear documentation, and escalate more complex incidents when necessary.

You’ll work in a flexible, collaborative environment where clear communication, initiative, and a willingness to improve existing processes are valued.

Duties / Task to perform

• Provide Level 1 troubleshooting for Windows, Linux, macOS, Windows Server, and related environments.
• Support the administration of Microsoft 365, Google Workspace, and AWS environments.
• Perform remote software installation, configuration, and management.
• Assist with local network administration, IP addressing, and basic networking issues.
• Troubleshoot common technical issues, including software installation, password recovery, and hardware verification.
• Manage support tickets, maintain accurate ticket activity, and document troubleshooting steps and solutions.
• Assist with email filtering, DNS configuration, and IT security tools.
• Support backup, firewall, virtualization, server, and cloud service administration.
• Use remote connection and support platforms to troubleshoot user issues.
• Maintain technical and company documentation in knowledge management platforms.
• Use scripting or programming knowledge, when applicable, to help automate routine tasks.
• Escalate incidents to higher-level technical support when a resolution is not available at Level 1.
• Help review, clean up, and improve existing IT processes and technology workflows.
• Deliver professional and customer-focused support while maintaining clear communication with users and internal team members.

Requirements

• Working knowledge of office automation products, databases, and remote support technologies.
• Good understanding of computer systems, mobile devices, and common technology products.
• Ability to diagnose and resolve basic technical issues.
• Basic administration knowledge of Microsoft 365, Google Workspace, or AWS.
• Basic troubleshooting knowledge across Windows, Linux, and macOS environments.
• Basic knowledge of Windows Server and server administration.
• Basic networking knowledge, including local networks and IP addressing.
• Familiarity with remote connection/support software and ticketing systems.
• Ability to create and maintain clear technical documentation.
• Excellent verbal and written communication skills.
• Strong customer-service orientation with a calm, professional approach to troubleshooting.
• Ability to collaborate with a team while also working autonomously.
• English and Spanish proficiency.
• Willingness to complete a criminal background check.
  
  Schedule & availability: Remote, Monday through Friday, 8:00 AM–10:00 AM (GMT -8:00) Pacific Time (US & Canada); the role is expected to potentially expand to part-time and then full-time as business needs grow.

Benefits

• Fully remote work environment
• Stable, long-term collaboration
• Clear scope of responsibilities and structured workflows
• Training and onboarding support
• Opportunity to work with international teams
• Exposure to modern tools and professional processes
• Supportive and collaborative work culture
• Opportunity for skill development and career growth

📌 Before You Apply, Please Read:

At Freelance Latin America, we’re excited to connect you with meaningful remote opportunities. However, we want to be clear:

⏰ These are professional roles with set schedules defined by the client.

Consistent availability is expected. You will have a set work schedule determined by the client, and you are expected to be present during those hours.

🤝 You will be part of the client’s team.

You’ll follow their company guidelines, communication practices, and workflows, ensuring seamless collaboration.

📈 KPIs and goals matter.

Your performance will be measured to ensure alignment with client expectations and project objectives.

🧑‍🏫 Training may be required.

You might need to complete training to fully understand your role, tools, and client processes.

🎯 Commitment and responsibility are essential.

We work with clients who rely on your dedication to deliver consistent, high-quality results. This is key to building trust and long-term partnerships.

🚀 Ready to grow your career with us?

Apply only if you are ready to commit, learn, and take ownership of your role.