Technical Support Specialist

Join the Motiva Networks Team — Technical Support Specialist (El Salvador-Based) Location: El Salvador (Remote-friendly) Type: Full-time | Shift-based | English-speaking environment About Motiva Networks We’re not a call center—we’re a high-performance IT service team that partners with businesses in the New York Metro Area. At Motiva Networks , our mission is to deliver world-class, people-first technology support that keeps our clients running smoothly and securely. With offices in New York and El Salvador , we specialize in Help Desk Services, Microsoft 365, Google Cloud, Networking, and Cybersecurity . We run on accountability, transparency, and clarity. We value people who are Humble, Hungry, and Smart , and we’re serious about helping our team members grow both technically and professionally. Your Role: Technical Support Specialist As a Technical Support Specialist , you’ll be the first point of contact for our clients—solving issues, guiding users, and escalating when needed. Your goal? Deliver excellent support experiences, every time. You’ll report to our Service Desk Manager and work within a high-trust, high-ownership environment where measurables matter. Your performance will be reviewed through quarterly conversations and tracked using our Level 10 cadence. Key Responsibilities (What You’ll Own) Respond to client requests via phone and email—delivering first-contact resolution whenever possible. Troubleshoot and resolve issues related to: Operating systems (Windows, macOS) Cloud platforms (Microsoft 365, Google Workspace) Networking basics (VPN, firewalls, connectivity) Escalate complex issues to Tier 2/3 support, documenting clearly and thoroughly. Manage user account requests (password resets, permissions, onboarding/offboarding). Proactively monitor client systems via RMM tools and respond to alerts. Participate in team meetings and contribute to internal documentation and knowledge base. Support setup of client devices (laptops, printers, scanners, remote tools). What Success Looks Like (Your Measurables) Tickets resolved on first contact Response time and customer satisfaction scores (CSAT) Documentation completeness Attendance and participation in weekly Level 10 meetings Proactive issue identification and resolution What You Bring Required: C1 English (verbal and written) — you must be confident on calls and emails. Solid base knowledge in: Microsoft 365 Windows and macOS Networking fundamentals Remote support tools Strong troubleshooting, documentation, and prioritization skills. A growth mindset, accountability, and team collaboration. Preferred: Experience with Managed Services Providers (MSP) Certifications like CompTIA A+, Microsoft 365 Fundamentals Exposure to: Active Directory and user onboarding/offboarding VPNs, firewalls, and cybersecurity tools PSA ticketing systems and technical documentation platforms Why Work with Us? We run on EOS : You’ll always know your priorities, your scorecard metrics, and where the company is going. Growth-first culture : Access to thousands of IT and cybersecurity training resources and company-sponsored certifications . Flexible environment : Remote-friendly, with high-trust, autonomous work. Career pathway : Move up through the technician ranks with clarity and mentorship. Benefits & Perks Competitive salary + twice-yearly salary reviews Full legal benefits (ISSS and AFP) Enhanced health insurance Paid time off (vacation + sick leave) Home internet allowance Company-provided equipment Additional home office gear if needed (ergonomic chairs, fans, monitors, etc.) Continuous training and mentorship A tight-knit culture with regular team collaboration and support If you’re ready to be part of a vision-driven , people-first , and growth-oriented team—apply today!