L2 Helpdesk Technician – MSP Escalations & RMM

Andes Path; Santiago; Hybrid; CLP 10.044.000 - 14.508.000; Vollzeit

Benefits dieser Stelle

Health and dental insurance

Wellness reimbursement

Weekly team lunches

Snacks and drinks in office

Team activities

Collaboration with US-based clients

Zusammenfassung

Andes Path in Santiago (Hybrid) is seeking a skilled L2 Helpdesk Technician to act as the escalation point for issues L1 can't resolve. You will work remotely with our RMM/PSA toolset (Datto RMM, Autotask) and support US-based clients in real time, while ensuring security and compliance policies are followed.

Key tasks include end-to-end ticket ownership, documenting remediation steps, and handing off to US teammates at shift end.

Qualifikationen

• 2+ years in an MSP or multi-client IT support environment, with at least 1 year at L2.
• Strong Windows 10/11 admin, M365/Entra ID, AD, DNS/DHCP, and core networking.
• Hands-on experience with RMM/PSA tools (Datto RMM and Autotask preferred; ConnectWise/NinjaOne acceptable).
• Excellent written and spoken English for daily US client communication.
• Reliability with a fixed late schedule (2 PM CST).

Aufgaben

• Own escalated tickets end-to-end: troubleshoot, resolve, document, and close with clear client communication.
• Work daily in RMM and PSA platforms: remote remediation, scripted fixes, patch and health checks.
• Administer Microsoft 365 and Entra ID: user lifecycle, Exchange Online, SharePoint/OneDrive permissions.
• Support endpoints in a zero-trust environment: evaluate elevations and route policy bypasses.
• Flag out-of-compliance requests and escalate appropriately.
• Respond to security alerts at triage level: gather context and contain where runbooks allow.
• Write documentation: ticket notes, KBs, client-facing summaries.
• Hand off to US-based teammates at shift end.

Kenntnisse

Windows 10/11 admin

Microsoft 365 / Entra ID

Active Directory

DNS / DHCP

Core networking

English communication

Shift reliability

Tools

Datto RMM

Autotask

ConnectWise

NinjaOne

Jobbeschreibung

Andes Path in Santiago (Hybrid) is seeking a skilled L2 Helpdesk Technician to act as the escalation point for issues L1 can't resolve. You will work remotely with our RMM/PSA toolset (Datto RMM, Autotask) and support US-based clients in real time, while ensuring security and compliance policies are followed.

Key tasks include end-to-end ticket ownership, documenting remediation steps, and handing off to US teammates at shift end.