Tier 1 IT Support Technician (Microsoft 365/Windows)

Location: Guatemala, remote work from home; Monday to Friday, 9:00 AM–6:00 PM ET

Base salary: GTQ 13,000 per month

Company

Managed Service Provider serving small and mid-market clients with VoIP telecommunications, fiber internet, IT network infrastructure, and cybersecurity services.

What you will do

• Answer client support calls and requests, troubleshoot hardware, software, account access, workstation, and network connectivity issues.
• Administer Microsoft 365 users, licenses, and basic tenant settings; configure and troubleshoot Windows 10 and 11 workstations.
• Handle basic VoIP requests and diagnose phone connectivity and configuration problems.
• Manage HubSpot tickets, document troubleshooting and resolutions, and maintain client updates through resolution or handoff.
• Identify basic cybersecurity concerns, escalate security events, support IT projects, and coordinate with vendors when needed.
• Participate in a shared after-hours on-call rotation, generally every three weeks once ready to work independently.

Requirements

• At least 2 years of hands-on IT help desk or service desk experience, including support calls and ticket queue management.
• Working knowledge of Microsoft 365 tenant administration, including user provisioning, license management, and basic configuration.
• Experience configuring, administering, and troubleshooting Windows 10 and 11 workstations, including basic scripting.
• Basic networking knowledge covering routers, switches, firewalls, and common connectivity issues.
• Basic familiarity with hosted VoIP systems such as 3CX, RingCentral, 8x8, or similar platforms, or demonstrated ability to learn them quickly.
• Strong customer service, interpersonal, troubleshooting, research, documentation, prioritization, and multitasking skills.
• Willingness to participate in a shared after-hours on-call rotation.
• Own webcam, microphone, and computer; relevant software and subscriptions are provided. Access to a quiet home workspace with reliable internet of at least 100 Mbps is required.
• Excellent English verbal and written proficiency at C1–C2 CEFR level.

Nice to have

• Previous Managed Service Provider experience.
• Familiarity with Ubiquiti, Arista, Meraki, or MikroTik networking technologies.
• Understanding of DNS services and troubleshooting.
• Basic cybersecurity knowledge, including phishing, MFA, and compromised accounts.
• CompTIA A+, Network+, or Microsoft certifications.
• Experience with HubSpot or other IT ticketing platforms.

Culture & Benefits

• Full-time role in a lean, collaborative technical team focused on steady growth.
• Opportunities to support larger IT projects and develop more advanced technical responsibilities.
• Work from home in Guatemala with a Monday–Friday schedule aligned to Eastern Time.
• Shared after-hours coverage is required after demonstrating readiness for independent on-call work.

Hiring process

• Complete a questionnaire, psychometric evaluation, and English proficiency assessment during screening.
• Complete practical exercises or projects, followed by a 60–90 minute skills assessment interview.
• Attend a 30–60 minute final interview with the hiring manager and potentially other team members.