Trifecta IT Solutions - IT Tech Support Representative

ROLE SUMMARY

ABOUT THE COMPANY

Trifecta IT Solutions is a trusted provider of managed IT services, offering cutting-edge technology solutions to businesses of all sizes. With years of experience in IT support, cloud computing, cybersecurity, and network infrastructure, the company is dedicated to delivering reliable, efficient, and secure IT environments for its clients. Trifecta IT Solutions prioritizes client satisfaction by providing proactive and responsive support, ensuring seamless business operations through technology.

ABOUT THE ROLE

The IT Tech Support Representative ensures that clients receive high-quality technical support by handling troubleshooting, system maintenance, and issue resolution. This position involves monitoring IT tickets, resolving technical problems efficiently, and maintaining clear communication with clients. This is a fully remote opportunity to develop IT expertise while supporting a diverse range of business environments.

This position is perfect for someone who:

✅ Has a logical and methodical approach to troubleshooting technical issues.

✅ Communicates clearly and can explain technical concepts in a simple, user-friendly way.

✅ Stays organized and manages multiple tasks without losing attention to detail.

✅ Takes ownership of assigned tasks and follows through to completion.

✅ Works well independently but knows when to ask for help or escalate issues.

✅ Is eager to continue learning and improving their IT knowledge and skills.

ROLE RESPONSIBILITIES

HELPDESK & TECHNICAL SUPPORT

• Monitor and respond to IT support tickets, ensuring timely issue resolution.
• Provide remote troubleshooting and technical assistance to clients.
• Assist users with software, hardware, and network-related issues.
• Maintain clear and professional communication with clients regarding technical solutions.

SYSTEMS & NETWORK ADMINISTRATION

• Install, configure, and troubleshoot Windows Server and Workstation operating systems.
• Administer Office 365 accounts, Active Directory, and Group Policy Management.
• Manage DHCP, DNS, VLANs, and domain configurations.
• Work with firewalls, switches, and other networking equipment to ensure optimal performance.

MONITORING & INCIDENT MANAGEMENT

• Proactively monitor IT systems for real-time errors and take appropriate action.
• Document and escalate unresolved technical issues to senior technicians.
• Participate in an on-call rotation for critical system alerts and support needs.

TOOLS & SECURITY MANAGEMENT

• Utilize Datto RMM, AutoTask, Datto BCDR, or equivalent remote management tools.
• Ensure proper cybersecurity protocols are followed, including endpoint security and firewall configurations.

Although the responsibilities outlined above will form the core focus of your role, please note that your hiring manager may assign additional relevant tasks as needed to align with the evolving objectives of your position and the overall goals of our business.

ROLE QUALIFICATIONS

REQUIRED QUALIFICATIONS

• 5-7 years of experience supporting end-users in a Managed Service Provider (MSP) environment.
• Strong knowledge of computers, servers, and networking with the ability to provide non-technical explanations to clients.
• Proficiency in Windows Server, Windows Workstations, and Microsoft Hyper-V.
• Experience with Office 365 administration, Active Directory, and Group Policy Management.
• Understanding of DHCP, DNS, VLANs, and firewall management.
• Familiarity with Datto RMM, AutoTask, Datto BCDR, or equivalent remote management tools.
• Must have own webcam, microphone, and computer (relevant software and subscriptions provided).
• Excellent English verbal and written language proficiency (C1-C2 on the CEFR scale).
• Access to a quiet work area at home with reliable internet (50 Mbps or more).

PREFERRED ("NICE-TO-HAVE") QUALIFICATIONS

• Experience supporting Mac OS X environments.
• Familiarity with cybersecurity best practices in an MSP setting.
• Strong organizational skills and ability to prioritize tasks effectively.
• Previous experience in a fully remote IT support role.

ROLE SPECIFICATIONS

• Base Salary: Q9,500 base salary.
• Role type: Full-time.
  
• Location: Guatemala (Remote - Work from home).
• Schedule: Monday to Friday: 8:00 AM - 5:00 PM PST.

RECRUITING PROCESS

• Application / Screening: When you apply for this position, we will ask you a short questionnaire to get to know you a little bit better and ask you for some additional inputs to see if you qualify for the position. In addition, we will ask you to complete a short psychometric evaluation and a short English proficiency assessment. The idea is to explore if this is a good fit before moving forward.

• Skills Assessment: You will be asked to complete a few exercises and/or projects designed to recreate the work tasks that you will be responsible for if you are given the role. This helps us gauge your skill level as well as give you a better idea of the required work.

• Skills Assessment Interview: This is a 60 min - 90 min conversation where we further test your skills, learn about your previous working experiences, and evaluate culture fit to the role and company.

• Hiring Manager Final Interview: This is a 30 min - 60 min conversation with the position’s Hiring Manager (and potentially a few company team members) to get to know you better and to set the expectations and vision for the role.

The entire process usually takes anywhere between 2-4 weeks to complete depending on the seniority of the position.

CONTACT US

If you have any questions or run into any complications while submitting your application, please reach out to:

carlos.escobar@trymeteor.com

+502 5389 9183