L2 Helpdesk Technician

• Own escalated tickets end-to-end: troubleshoot, resolve, document, and close with clear client communication.
• Work daily in Datto RMM and Autotask for remote remediation, scripted fixes, patching, agent health, and monitoring response.
• Administer Microsoft 365 and Entra ID, including user lifecycle, Exchange Online, SharePoint/OneDrive permissions, Conditional Access basics, and Intune-managed endpoints.
• Support endpoints in a ThreatLocker zero-trust application control environment.
• Evaluate elevation and application approval requests, distinguish legitimate business needs from policy bypasses, and escalate exceptions.
• Recognize and flag out-of-compliance requests, including local administrator requests, unapproved software, and conflicting data handling.
• Respond to EDR/MDR, email security, and identity threat detection alerts at triage level; gather context, contain where runbooks allow, and escalate.
• Write actionable ticket notes, knowledge-base articles, and client-facing summaries.
• Hand off cleanly to US-based team members at the end of the shift.
• Support US-based clients in real time on a shift beginning at 2 PM CST or later.

• 2+ years in an MSP or multi-client IT support environment, with at least 1 year at an L2/escalation level.
• Strong working knowledge of Windows 10/11 administration, Microsoft 365 / Entra ID, Active Directory, DNS, DHCP, and core networking (VLANs, VPN, firewall concepts).
• Hands-on experience with an RMM/PSA toolset; Datto RMM and Autotask preferred; ConnectWise, NinjaOne, or similar acceptable.
• A genuine working understanding of security concepts: least privilege, application allowlisting, phishing and identity attack patterns, and compliance frameworks.
• Exceptional written and spoken English; direct daily communication with US clients; assessed live during interviews.
• Demonstrated reliability on a fixed late schedule; punctuality at 2 PM CST is non-negotiable.
• Dedicated, quiet home workspace for early-shift hours.
• Reliable fibre internet (50 Mbps+) with mobile failover.

• Fun team activities every month to build strong bonds.
• We're located in a great area, with plenty to enjoy nearby (El Golf, Las Condes).
• Snacks and drinks are always stocked in the office.
• Weekly team lunches to recharge and connect.
• You’ll work closely with high-caliber US-based companies.
• Comprehensive health and dental insurance to keep you covered.
• Wellness activities reimbursement.