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Help Desk Support Agent

hace 3 semanas

Bogotá, Colombia HireHawk A tiempo completo

**Job Title**: Help Desk Support Agent

**Job Type**: Full‑Time Contractor
**Workplace**: Remote
**Schedule**: Pacific time zone, 9 AM - 6 PM PST, Monday
- Friday
**Compensation**: USD $1,200 - $1,500 (DOE)
**About HireHawk**:
**About the Job**:
Our client is a well-established telecom and IT services provider with 25+ years of experience supporting businesses across the United States. As their first line of defense, the Help Desk Support Agent ensures client issues are resolved swiftly and professionally, from password resets to complex network troubleshooting.
In this role, you’ll manage 15-20 tickets per shift, leverage modern monitoring tools, and collaborate with senior engineers to keep mission-critical systems online. If you thrive on solving technical puzzles and delighting customers, this is your chance to grow with an innovation-driven company that values reliability, learning, and career advancement. This is a long-term, full-time engagement with fixed hours and steady workload.
**Core Responsibilities**:

- Provide prompt, empathetic remote support (phone/video/tickets) to resolve user issues.
- Own and update 15-20 active tickets per shift, meeting defined SLAs.
- Monitor network, server, and backup alerts; investigate or escalate as needed.
- Troubleshoot Microsoft 365, Google Workspace, Windows servers, printers, and basic network faults.
- Install software, configure systems, and perform remote desktop tasks.
- Accurately document incidents, root causes, and resolutions in the knowledge base.
- Create and maintain client-specific guides/SOPs for recurring issues.
- Escalate complex problems to Tier-2/3 engineers with detailed diagnostics.
- Collaborate with cross-functional teams to ensure customer-satisfaction goals are achieved.

**Requirements**:
**Job Title**: Help Desk Support Agent

**Job Type**: Full‑Time Contractor
**Workplace**: Remote
**Schedule**: Pacific time zone, 9 AM - 6 PM PST, Monday
- Friday
**Compensation**: USD $1,200 - $1,500 (DOE)
**About HireHawk**:
**About the Job**:
Our client is a well-established telecom and IT services provider with 25+ years of experience supporting businesses across the United States. As their first line of defense, the Help Desk Support Agent ensures client issues are resolved swiftly and professionally, from password resets to complex network troubleshooting.
In this role, you’ll manage 15-20 tickets per shift, leverage modern monitoring tools, and collaborate with senior engineers to keep mission-critical systems online. If you thrive on solving technical puzzles and delighting customers, this is your chance to grow with an innovation-driven company that values reliability, learning, and career advancement. This is a long-term, full-time engagement with fixed hours and steady workload.
**Core Responsibilities**:

- Provide prompt, empathetic remote support (phone/video/tickets) to resolve user issues.
- Own and update 15-20 active tickets per shift, meeting defined SLAs.
- Monitor network, server, and backup alerts; investigate or escalate as needed.
- Troubleshoot Microsoft 365, Google Workspace, Windows servers, printers, and basic network faults.
- Install software, configure systems, and perform remote desktop tasks.
- Accurately document incidents, root causes, and resolutions in the knowledge base.
- Create and maintain client-specific guides/SOPs for recurring issues.
- Escalate complex problems to Tier-2/3 engineers with detailed diagnostics.
- Collaborate with cross-functional teams to ensure customer-satisfaction goals are achieved.

**Benefits**:
**Compensation & Benefits**:

- Competitive compensation: USD $1,200 - $1,500 per month (DOE)
- Access to a $200k+ perk marketplace with instant discounts on 150+ services
- Access up to 50% of approved earnings before payday (no credit checks or fees)
- On-time, in-currency pay
- Access to a structured career ladder and certification reimbursements

**What Happens After You Apply?**:

- Instant AI interview link (~20 min)
- Interview with a HireHawk Recruiter

Our recruiters will assess your interview. If you're a potential fit, we'll coordinate a live interview with you.
**The AI interview is mandatory, and those who finish ASAP are more likely to be hired.