Description

We’re looking for a L2 Helpdesk Technician. You'll be the second tier of our service desk: the escalation point for issues L1 can't resolve, the hands on remote infrastructure via our RMM platform, and a frontline checkpoint for security and compliance. This is not a security analyst role, but in our environment, every technician is expected to recognize when a request is out of policy, out of compliance, or out of pattern, and route it accordingly rather than just "making it work." This role supports clients based in US in real time. The shift tracks 2pm onwards CST.

Department

Software

Location

Santiago (Hybrid)

What You’ll Do
- Own escalated tickets end-to-end: troubleshoot, resolve, document, and close with clear client communication at every step.
- Work daily in our RMM and PSA platforms (Datto RMM, Autotask) — remote remediation, scripted fixes, patch and agent health, monitoring response.
- Administer Microsoft 365 and Entra ID: user lifecycle, Exchange Online, SharePoint/OneDrive permissions, Conditional Access basics, Intune-managed endpoints.




- Support endpoints in a zero-trust application control environment (ThreatLocker): evaluate elevation and application approval requests, distinguish legitimate business need from policy bypass, and elevate exceptions through the proper channel.
- Recognize and flag out-of-compliance requests — local admin asks, unapproved software, data handling that conflicts with client compliance frameworks — rather than fulfilling them quietly.
- Respond to alerts from our security stack (EDR/MDR, email security, identity threat detection) at the triage level: gather context, contain where runbooks allow, escape cleanly.
- Write documentation other technicians can actually follow: ticket notes, KB articles, client-facing summaries.
- Hand off cleanly to US-based team members at the end of your shift.

What We’re Looking For
- 2+ years in an MSP or multi-client IT support environment, with at least 1 year at an

📌 Helpdesk Technician (Santiago)
🏢 Andes Path
📍 Santiago