IT Help Desk Technician

Location: Remote

Company

hirify.global partners with American software product companies to scale global teams and provides employer-of-record support for LATAM talent.

What you will do

• Provide Level 1 technical support to users across global locations and remote environments.
• Respond to incidents and service requests according to business priority, impact, and SLA expectations.
• Troubleshoot Windows 11 endpoints, Microsoft 365, collaboration tools, hardware, networking, connectivity, and enterprise applications.
• Own tickets through resolution, document troubleshooting and communications, and escalate complex, administrative, security-related, or onsite issues.
• Support user access and identity-management requests within the Help Desk scope.
• Contribute to knowledge transfer, documentation improvements, and a reliable end-user support experience.

Requirements

• 2–3 years of corporate IT support experience, including remote support across multiple locations or regions.
• Strong Windows 11 troubleshooting skills and working knowledge of Microsoft 365.
• Working knowledge of Active Directory, identity and access management, networking, DNS, and DHCP.
• Experience with ticketing systems, incident management, escalation processes, and accurate ticket documentation.
• Strong troubleshooting, problem-solving, analytical, communication, and customer-service skills.
• Strong English communication skills and the ability to work independently in a fast-paced global support environment.

Nice to have

• Familiarity with Group Policy and additional identity and access management platforms.
• Experience with endpoint management, remote support technologies, enterprise applications, or information security tools.
• Experience supporting AI-powered technologies or modern workplace platforms.

Culture & Benefits

• Remote-first policy and participation in an international technology team.
• Career guidance, HR support, and concierge services.
• MacBook provided for work.
• Tech talks, chapter meetings, remote happy hours, and other professional growth opportunities.
• Free English lessons with a native English speaker.
• Optional access to the Florianópolis headquarters with refreshments, games, and weekly massages.

Hiring process

• Interview with a tech recruiter to discuss the role and experience.
• Client process, which may vary depending on the opportunity.
• Offer stage.