Technical Support

Helpdesk Technician - (FLI)

Work Type: Contract
IMPORTANT: At the moment we are only considering candidates located in Latin America. Please do not apply if you are not located in Latin America.

About Empirical
We are product development experts focused on helping forward thinking entrepreneurs and small/medium sized companies convert their ideas into world-class technology products. We are a team of senior product strategists, designers and developers. At Empirical, we leverage deep business and technology expertise as well as proprietary processes to help minimize risks and increase the probability of success when developing technology products.

Our values
  • Care about people first
  • Strive to add value always
  • Lead with integrity
  • Have fun every step of the way

The Opportunity

Our client is looking for a L1 Helpdesk Technician to handle the first level support requests that come in from their own clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly and the Client is informed of what to expect every step of the way.

What you'll be doing

  • Providing a first point of contact for customers through the helpdesk, be that via phone, email or ticket.
  • Provide clients with basic remote troubleshooting.
  • Monitor the ticketing system to work on and resolve helpdesk tickets and service requests.
  • Periodically review RMM alerts for issues, then apply remediation actions as indicated by SOPs.
  • Ask for help when no SOP exists, and document when directed to.
  • Escalate tickets that require Senior Helpdesk Engineer support.
  • Make sure that documentation is well maintained (document as you go).
  • Communicate to clients the status of their ticket every step of the way, notify them of any changes or outages related to their issue.
  • Submit timesheets and expense reports as indicated by SOPs.
  • Identify, communicate and mitigate potential risks to the Service Manager and Clients.
  • Identify opportunities for improvement and make constructive suggestions for change.
  • Contribute to the process of innovative change effectively.
  • Undertake other duties as required by the Service Manager, Director of Cyber Ops, or CEO.

Your qualifications and experience
Must haves
  • A love of (and ability to) Solve Problems & Challenges.
  • Great Communications skills, founded in being a good listener.
  • An understanding of support tools, techniques and how technology is used to provide services.
  • Must be able to type quickly and accurately while talking on the phone.
  • A deep desire to deliver an amazing Client Experience.
  • Knowledge of IT Applications, Software & Hardware.
  • The ability to speak both Geek and human.
  • Strong understanding of Windows Operating System.
  • Familiar with Business Applications, Printers and Basic Networking.
  • The ability to be patient with people when they are struggling.
  • IT literate – Advanced user level.
  • A desire to learn and explore new technologies.

  • Experience using a Ticketing system / RMM Tool (Datto RMM) and PSA software (AutoTask)
  • Experience providing support via remote tools
  • Willingness and ability to respond to urgent issues or alerts during off-hours or in the middle of the night, if needed.
  • Experience handling Technical Service Tickets
  • Experience and knowledge of working with the Microsoft 365 Platform
  • Strong understanding of operating systems (Windows & MacOS), business applications, printing systems and network systems
  • Professional IT Certifications such as Comptia A+, Net+, Microsoft, etc.
    • Microsoft 365 Certified: Fundamentals
    • Microsoft Certified: Security, Compliance, and Identity Fundamentals
    • ThreatLocker Cyber Hero
  • Client Experience Certifications such as Helpdesk Habits etc.
  • Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business

What we expect from you
  • 100% alignment with our core values!
  • Ability to work independently while being a highly collaborative team player
  • Comfortable working with minimal direction in a fast-paced environment
  • Strong critical thinking skills and a pragmatic approach towards solving problems
  • Ability to work independently and get things done with minimal direction
  • Drive projects from start to finish in a fast-paced environment
  • Strong documentation and verbal/written communication skills.
  • Detail-oriented and highly collaborative team player

What we offer
  • Remote/flexible work
  • Highly competitive compensation in US dollars
  • Opportunities for personal and professional development; mentorship, coaching and training as needed
  • Ongoing, 40 hours per week dedication
  • The opportunity to be part of an amazing, multicultural community of tech experts

Why work with us?
  • We pride ourselves on our core values and have proven that putting people first creates a thriving and collaborative work environment.
  • We seek to accommodate and balance individual needs with client needs, understanding each one of us is unique.
  • We offer benefits such as remote/flexible work, selective paid training, mentorship programs, referral programs and more.
  • We are selective in the projects we take on to ensure our teams are engaged in challenging, meaningful, enjoyable opportunities that will provoke creativity, innovation and growth!

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