IT Helpdesk Engineer

Location: Latin America (remote)
Department: Information Technology
Reports to: IT Manager

WHO WE ARE

At Acclaro, we’re more than a localization company. We’re a global team of language enthusiasts, cultural connectors, and technology innovators. Our mission is to help brands speak the world’s languages and resonate deeply across cultures by blending human expertise with cutting-edge technology.

With over two decades of experience and our proprietary platform, we support some of the world’s most recognizable brands in expanding their global reach. Join us on our journey to be the model localization company of the next decade, one that’s loved by clients, colleagues, and communities alike.

YOUR NEXT ROLE

As our IT Helpdesk Engineer, you’ll be the go-to problem solver for our global team, ensuring smooth and secure IT operations across time zones. You’ll handle everything from troubleshooting and ticket resolution to hardware deployment and account administration, all while delivering exceptional customer service. If you thrive in fast-paced environments, love solving technical puzzles, and want to make an impact on a global organization, this role is for you.

WHAT YOU’LL DO

• Be the first point of contact for IT incidents and service requests, providing 1st and 2nd line support aligned with ITIL principles
• Configure, deploy, and maintain laptops, desktops, and mobile devices (Windows, MacOS, iOS, Android)
• Troubleshoot hardware, software, and network issues, escalating when necessary
• Manage onboarding and offboarding processes, ensuring seamless access and account changes
• Administer user accounts in Microsoft 365 and other platforms
• Perform routine maintenance tasks, including backups, updates, and license management
• Keep asset records accurate and up to date
• Document solutions and create user-friendly guides for common issues
• Support IT projects and occasionally resolve critical incidents outside standard hours

THIS ROLE IS FOR YOU IF YOU

• Have 3+ years of experience in IT helpdesk or technical support
• Hold a bachelor’s Degree in a related field or equivalent professional or military experience.
• Are fluent in English and comfortable working remotely across global teams
• Know your way around Microsoft 365, Active Directory/Entra ID, and ITSM ticketing systems
• Understand networking basics (TCP/IP, DNS, VLANs) and Windows environments
• Stay calm under pressure and bring a service-first mindset
• Excel at multitasking, prioritizing, and solving problems independently

YOU’LL STAND OUT IF YOU

• Hold certifications like Microsoft Certified Professional or ITIL
• Have experience with Intune, Linux, VMware, Azure, or AWS
• Bring knowledge of security best practices and cloud technologies
• Love documenting processes and improving IT workflows

WHY JOIN ACCLARO?

• Global Team, Local Impact: Collaborate with colleagues around the world while making meaningful contributions locally.
• People-First Culture: Work in a supportive, inclusive environment that values your voice and well-being.
• Flexible Work Style: Enjoy remote work, flexible PTO, and a healthy work-life balance.
• Career Growth: Access mentorship, development programs, and clear pathways for advancement.
• Impactful Work: Help top-tier brands succeed globally while promoting cultural understanding and connection.
• Competitive Compensation & Benefits: Market-leading pay, bonuses, and comprehensive medical and retirement plans.
• Recognition & Support: Be seen and celebrated through regular recognition programs and supportive leadership.

VALUES WE LIVE BY

• Passion with a Purpose – We’re energized by our work and why it matters.
• Go the Extra Mile – We strive for excellence and proactive value.
• Honesty in Action – We act with integrity, openness, and respect.
• Own It, Do It – We follow through, take accountability, and take pride in our outcomes.

INCLUSION & EQUAL OPPORTUNITY – Acclaro is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made based on qualifications, merit, and business needs.