Location: Remote from Latin America. Required availability should align with U.S. Mountain Time business hours.

Engagement type: Full-time remote contractor or equivalent local-compliant arrangement.

Compensation: 2000-3000 USD

Role mission

Take day-to-day help desk load off the owner by resolving Tier 1 tickets, supporting routine Tier 2/security tasks, documenting clearly, communicating in fluent customer-facing English, and escalating only when the issue truly needs higher-level judgment.

Core Responsibilities

- Monitor, triage, prioritize, and resolve incoming tickets via phone, email, remote tools, and ticketing workflows during agreed Mountain Time coverage hours.
- Troubleshoot Windows workstations, Microsoft 365, user accounts, printers, basic networking, VPN, endpoint protection, email/spam issues, and line-of-business application access.
- Execute user onboarding/offboarding tasks, password resets, MFA enrollment, permissions requests, and device setup according to documented procedures.
- Support security hygiene: verify endpoint alerts, identify suspicious email patterns, follow escalation playbooks, document evidence, and communicate risks calmly.
- Check backup, monitoring, and endpoint dashboards as assigned; escalate failed checks or unusual activity promptly.
- Maintain clean ticket notes, client asset records, knowledge-base articles, and handoff details for the owner and any senior technical resources.
- Communicate with clients in plain English, confirming impact, urgency, next steps, and completion.

First 12-Month Outcomes

- Within 90 days,



handle routine Tier 1 tickets with minimal owner involvement, clear documentation, and customer-ready communication.
- Contribute to secure client environments by supporting MFA, endpoint hygiene, patching follow-up, spam/email protection workflows, backup checks, and basic incident triage.
- Reduce repeat issues by spotting patterns, updating knowledge-base notes, and escalating root-cause risks before they become client disruptions.
- Maintain dependable client confidence through clear spoken/written English, steady follow-up, and professional tone on phone, email, remote sessions, and video calls.
- Within 12 months, materially reduce owner escalations so the owner can spend more time growing the business rather than working routine help desk tickets.

Qualifications

- 2+ years of help desk, desktop support, MSP, remote technical support, or technical customer support experience preferred.
- Working knowledge of Windows, Microsoft 365, Active Directory or Entra ID basics, MFA, endpoint tools, printers, VPN, and common networking concepts.
- Security awareness: phishing, password hygiene, endpoint protection, backup importance, least privilege, incident escalation, and careful handling of client data.
- Fluent spoken and written English with clear, measured communication suitable for customer-facing support.
- Reliable remote work setup: stable primary internet, backup connectivity plan, quiet work environment, working headset, and ability to join video calls.
- Preferred certifications: CompTIA A+, Network+, Security+, Microsoft Fundamentals, Google IT Support, or equivalent practical experience.

📌 LATAM Remote Help Desk & Security Technician (Colombia)
🏢 Dynamic Data Technology Group
📍 Colombia