Technical Support Specialist – Tier 1
Technical Support Specialist – Tier 1 Location: Remote – Latin America (LATAM) Employment Type: Full-Time, Independent Contractor Compensation: Paid in USD English Level: Advanced English (C1 or above)
About the Company
Our client is a global technology company specializing in audiovisual integration, digital signage, and innovative digital experiences. The company provides advanced technology solutions for international brands across retail, hospitality, entertainment, corporate environments, and other industries. Its services include audiovisual installations, digital content management, remote monitoring, technical support, and ongoing maintenance of technology systems deployed across multiple locations worldwide.
About the Role
We are looking for a proactive and customer-oriented Technical Support Specialist – Tier 1 to provide first-level technical assistance for audiovisual systems, digital signage platforms, and connected hardware and software solutions. The ideal candidate will have a strong foundation in IT troubleshooting, networking fundamentals, remote technical support, and incident management. This position requires excellent communication skills, attention to detail, and the ability to diagnose technical issues, resolve common incidents, and escalate more complex problems to specialized support teams. Key Responsibilities -Provide Tier 1 technical support for audiovisual systems, digital signage equipment, and related IT infrastructure. -Receive, document, prioritize, and troubleshoot technical incidents through ticketing systems, email, and remote support channels. -Diagnose basic hardware, software, connectivity, and network-related issues. -Monitor digital signage devices, media players, displays, and connected systems to identify potential operational issues. -Perform initial troubleshooting for offline devices, content playback failures, display malfunctions, and connectivity problems. -Assist with remote configuration, system restarts, basic software updates, and device connectivity checks. -Coordinate with field technicians, vendors, and internal technical teams when on-site intervention is required. -Escalate unresolved or complex technical incidents to Tier 2 or specialized engineering teams. -Maintain accurate ticket documentation, troubleshooting steps, and incident resolution records. -Follow established service-level agreements (SLAs) and internal technical support procedures. -Communicate technical updates clearly and professionally to clients and internal stakeholders. Requirements -Previous experience in Technical Support, IT Help Desk, Service Desk, NOC, or similar technical support positions. -Advanced English proficiency (C1 or above), both written and spoken. -Strong understanding of basic networking concepts, including TCP/IP, DNS, DHCP, LAN/WAN, and connectivity troubleshooting. -Experience troubleshooting hardware, software, operating systems, and network-connected devices. -Familiarity with Windows operating systems and basic Linux troubleshooting. -Experience using remote desktop tools, ticketing platforms, and monitoring systems. -Ability to identify, document, troubleshoot, and escalate technical incidents effectively. -Strong customer service orientation and professional communication skills. -Excellent organizational skills and ability to manage multiple support requests simultaneously. -Ability to work independently in a remote, fast-paced technical support environment. Nice to Have -Previous experience supporting audiovisual (AV) systems or digital signage solutions. -Familiarity with media players, LED/LCD displays, digital signage CMS platforms, or content distribution systems. -Basic knowledge of HDMI, audio/video connectivity, and display configurations. -Experience supporting devices deployed across multiple physical locations. -Familiarity with ITIL principles, incident management, and SLA-based support environments. -Experience coordinating with field technicians or third-party technical vendors. What We’re Looking For We are looking for a detail-oriented, resourceful, and technically curious professional who enjoys troubleshooting and delivering excellent customer support. The ideal candidate demonstrates strong problem-solving skills, clear communication, accountability, and the ability to remain organized while handling multiple technical incidents. A proactive attitude, willingness to learn new technologies, and commitment to resolving issues efficiently are essential for success in this role. Work Arrangement This is a fully remote, full-time independent contractor opportunity for professionals based in Latin America. Compensation is provided in USD, and advanced English communication skills are required.