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IT Support Specialist at Freelance Latin America. We are seeking a client-focused Help Desk Technician (Level 1–2) to provide remote IT support for a growing portfolio of users. This role is ideal for a technician who enjoys solving day-to-day technical issues while delivering an excellent customer experience via phone and email.. You will play a key role in ensuring smooth IT operations by troubleshooting, documenting, and resolving user issues efficiently.. Duties / Task to perform. Serve as the primary point of contact for user issues via phone and email . Troubleshoot and resolve end-user issues related to Microsoft 365 (Outlook, Teams, OneDrive/SharePoint, password resets, mailbox updates) . Provide support for Windows 10/11 devices, applications, user profiles, and printers . Assist with remote access and basic network troubleshooting (DNS, DHCP, WiFi, VPN) . Set up and configure devices for new users (laptops, workstations, peripherals) . Document all troubleshooting steps, resolutions, and updates in the ticketing system . Escalate complex issues to senior technicians with clear documentation . Follow SOPs and service workflows to meet response and resolution targets . Communicate proactively with users regarding ticket status, timelines, and next steps. 1–3 years of IT support experience (preferably in a multi-client or MSP environment) . Strong hands-on experience with Windows 10/11 troubleshooting . Experience supporting Microsoft 365 environments (Outlook, Teams, OneDrive/SharePoint, MFA basics) . Understanding of basic networking concepts (IP addressing, DNS, DHCP, gateways, WiFi, VPN) . Excellent verbal communication skills with strong phone presence . Strong written English skills for documentation and ticket updates . Ability to manage multiple tickets, prioritize effectively, and follow through to resolution . Customer-first mindset with a professional and personable approach . Detail-oriented with strong documentation habits . Ability to work independently and follow structured processes. Schedule & availability. Monday to Friday, 8:00 AM – 4:00 PM Eastern Time (US & Canada). Company Location: Mexico.