IREX is a global development and education organization. We strive for a more just, prosperous, and inclusive world—where individuals reach their full potential, governments serve their people, and communities thrive. With a projected annual portfolio of more than $100 million and more than 700 staff worldwide, we work with partners in more than 100 countries in four areas essential to progress: cultivating leaders, empowering youth, strengthening institutions, and increasing access to quality education and information. 

IREX is looking for a Spanish-speaking Remote Helpdesk and Office 365 Consultant to provide technical support to our global staff on the regular basis. The successful candidate will respond to user inquiries, troubleshoot technical issues, and escalate issues to the appropriate IREX IT Team. 

Responsibilities:

• Provide remote first-level technical support to end-users by addressing inquiries and troubleshooting hardware, software, and network-related issues. 

• Act as the primary point of contact for all Office 365-related questions, assisting users with various applications, including Outlook, SharePoint, Teams, and OneDrive. 

• Conduct user onboarding, ensuring a smooth setup process for new employees, including configuring Office 365 accounts and access permissions. 

• Offer remote training sessions to users, empowering them to utilize Office 365 tools efficiently and maximize their productivity. 

• Collaborate with the IREX IT team to monitor the network infrastructure, identify potential issues, and perform basic maintenance tasks. 

• Assist in maintaining inventory of hardware, software licenses, and IT equipment. 

• Educate end-users on technology best practices and provide guidance on software applications.  

• Maintain accurate records of helpdesk tickets, ensuring proper documentation of issues and solutions. 

• Stay up-to-date with the latest Office 365 features, updates, and best practices to provide proactive support and suggestions to end-users 

• Document and track issues in the Helpdesk ticketing system. 

• Monitor the Helpdesk ticketing system and follow up with users to ensure the timely resolution of issues. 

• Collaborate with IREX IT team members to ensure that user issues are resolved promptly and efficiently. 

• Keep up to date with new technologies and industry trends to ensure that the Helpdesk is up-to-date and effective. 

Qualifications:

• Proven experience in a remote helpdesk or technical support role, with a focus on Office 365 support.

• In-depth knowledge of Office 365 applications, including Outlook, SharePoint, Teams, and OneDrive. 

• Ability to troubleshoot and resolve Office 365-related issues, both independently and collaboratively. 

• Experience conducting remote training sessions and providing user support in a virtual environment. 

• Familiarity with user onboarding processes and Office 365 account management. 

• Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users effectively. 

• Strong problem-solving skills and a customer-oriented approach to support. 

• Ability to work independently and efficiently, managing multiple tasks simultaneously. 

• Bilingual proficiency in both Spanish and English, with the ability to communicate effectively with Spanish-speaking clients and team members. 

Preferred Qualifications: 

• Experience in system administration or network administration is a plus. 

• Familiarity with IT security best practices and data protection principles related to Office 365. 

• Office 365 certifications, such as Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent. 

Join our team and work remotely, providing exceptional support and empowering users to leverage Office 365 to its full potential.  

To apply, please submit your resume and a cover letter detailing your relevant experience in Office 365 support and remote helpdesk services and the hourly rate.