IT Support Level 1

Freelance Latin America; United States; Remote; MXN 303,000 - 455,000; Part time

Benefits offered by this job

Fully remote work environment

Training and onboarding support

Opportunity to work with international

Clear scope of responsibilities

Career growth potential

Job summary

Freelance Latin America is seeking a tech-savvy IT Support Level 1 specialist to provide remote support for a U.S.-based organization. You will troubleshoot basic issues, manage tickets, and document steps to resolution while escalating complex problems as needed.

You'll work in a flexible, collaborative environment supporting Windows, Linux, macOS, and cloud services, with English and Spanish communication. The role starts part-time, remote, with potential expansion to full-time as needs grow.

Qualifications

• 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.

Responsibilities

• Provide Level 1 troubleshooting for Windows, Linux, macOS, Windows Server, and related environments.
• Support the administration of Microsoft 365 and Google Workspace Enviroment.
• 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.

Skills

Remote support

Ticketing systems

Technical documentation

English/Spanish

Tools

Microsoft 365

Google Workspace

AWS

Remote support software

Job description

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 elevate 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 and Google Workspace Enviroment.
• 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