You'll be first on phones and handle the work automation can't. Our automation takes care of routine work like user onboarding, offboarding and license management. You're the person our clients talk to, and the one who solves the problems that need a skilled human on the other end of the line. You'll also work requests from our ticket queue, serve as the escalation point for complex issues, and be responsible for several core areas of our service board. You'll work directly with the owner of WMTS as their right hand, helping shape how we support our clients. When an issue needs someone on-site, you'll help schedule an on-site visit.
How Our Clients Reach Us
Clients call us for anything urgent, important or time-sensitive. Non-urgent requests come in by email and go into our ticket queue. Some clients just prefer to call, even for simple things, and we welcome that. We value those relationships, so every call gets the same care, whatever the size of the issue.
What You'll Do
- Answer client calls live as our first point of contact
- Work requests from the ticket queue, with live calls always taking priority
- Triage issues quickly, resolve them remotely, and escalate on-site needs and anything you can't solve to the owner
- Troubleshoot advanced issues across Microsoft 365, Windows, networking and business applications
- Monitor backups weekly across all platforms and investigate any failures
- Manage ConnectWise Automate, including client onboarding, patching and scripting
- Build and support 3CX phone systems
- Audit client service agreements quarterly for correct products and counts
- Review and act on items flagged by our automation and security tools
Required
- Fluent spoken and written English and Spanish
- Exceptional customer service, phone presence and clear written communication
- 4+ years of IT support experience, ideally supporting multiple business clients at an IT services company
- Advanced Microsoft 365 and Entra/Intune administration
- Solid networking knowledge
- Hands-on experience with ConnectWise PSA and ConnectWise Automate
- Disciplined time tracking and ticket documentation
- Able to work independently and work closely with the owner
Job Type: Full-time
Experience:
- IT support : 4 years (Required)
- • Advanced Microsoft 365 : 3 years (Required)
Language:
- English (Required)
Work Location: Remote
📌 Remote IT Support Specialist, Tier 2/3 (Colombia)
🏢 EmpireOne Global Solutions
📍 Colombia
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