IT Support Level 3

We are seeking an experienced IT Support Level 3 professional to join our team. This senior role focuses on providing advanced troubleshooting and excellent customer service to ensure the smooth operation of our clients' IT systems. You will be the main escalation point for the helpdesk team, handling complex issues and providing expert support across a variety of environments, including Microsoft 365, Windows Server, networking, and security systems.

The position requires strong knowledge of Windows Server, virtualization, Microsoft 365, and security alert management, as well as the ability to automate processes using PowerShell and provide remote support using tools like ConnectWise Manage and Datto RMM.

Duties / Tasks to Perform

• Escalation Point: Serve as the main escalation point for the helpdesk team and handle advanced troubleshooting.
• End-User & System Support: Troubleshoot and resolve end-user issues across different environments, including RDS users, office PCs, CAD workstations, and SaaS/cloud applications.
• Windows Server Support: Troubleshoot Windows Server issues such as logins, permissions, Group Policy, DNS, printing, and performance.
• Microsoft 365 Troubleshooting: Provide support for issues related to Microsoft 365 (email, permissions, MFA, Teams/OneDrive).
• Security Incident Response: Respond to security alerts from Huntress and Blumira, investigate, isolate affected devices/users, apply fixes, and document the outcome.
• Proactive Maintenance & Incident Response: Work on both proactive system maintenance and reactive incident resolution.
• Ticket & Remote Support Management: Use ConnectWise Manage for ticket management and client communication, and Datto RMM for remote troubleshooting and system maintenance.
• Documentation: Document solutions and troubleshooting procedures in UseWhale, ensuring other technicians can replicate fixes.
• Mentorship: Coach junior technicians, providing guidance and repeatable troubleshooting steps for complex issues, such as RDP/RDS and VPN problems.
• VPN & Network Support: Diagnose and resolve VPN and network connectivity issues.
• Backup Restoration: Perform and verify restores when needed using tools such as Acronis, Veeam, or client-specific backup tools.
• Issue Prevention: Review recurring issues and implement preventive measures (GPO fixes, PowerShell automation, standard settings, and documentation).

Requirements:
• Experience: 5+ years of MSP experience with advanced troubleshooting skills and customer service.
• Windows Server Support: Advanced knowledge of Windows Server (Active Directory, Group Policy, DNS/DHCP).
• PowerShell: Proficiency in PowerShell for automating tasks and speeding up fixes (basic to intermediate).
• Microsoft 365 & Azure: Strong administration and troubleshooting experience with Microsoft 365 and basic knowledge of Azure.
• Windows & macOS Support: Expertise in Windows 10/11 support, with a basic familiarity with macOS.
• Networking Knowledge: Strong understanding of networking fundamentals (IP addressing, DNS, DHCP, VPN).
• Security Incident Management: Experience in handling security alerts and user security incidents (Huntress/Blumira, ThreatLocker).
• Tools: Familiarity with ConnectWise Manage, Datto RMM, UseWhale, and other ticket management systems.
• Communication Skills: Clear written and spoken communication in English, with the ability to work US Eastern hours (Monday to Friday, 8 AM to 5 PM ET).

Schedule: Full-time, Monday to Friday, 8 AM to 5 PM (GMT -5:00) Eastern Time (US & Canada), Bogota, Lima.

Benefits:
• Fully remote work environment

• Stable, long-term collaboration
• Clear scope of responsibilities and structured workflows
• Training and onboarding support
• Opportunity to work with international teams
• Exposure to modern tools and professional processes
• Supportive and collaborative work culture
• Opportunity for skill development and career growth

📌 Before You Apply, Please Read:

At Freelance Latin America, we’re excited to connect you with meaningful remote opportunities. However, we want to be clear:

⏰ These are professional roles with set schedules defined by the client.
Consistent availability is expected. You will have a set work schedule determined by the client, and you are expected to be present during those hours.

🤝 You will be part of the client’s team.
You’ll follow their company guidelines, communication practices, and workflows, ensuring seamless collaboration.

📈 KPIs and goals matter.
Your performance will be measured to ensure alignment with client expectations and project objectives.

🧑‍🏫 Training may be required.
You might need to complete training to fully understand your role, tools, and client processes.

🎯 Commitment and responsibility are essential.
We work with clients who rely on your dedication to deliver consistent, high-quality results. This is key to building trust and long-term partnerships.

🚀 Ready to grow your career with us?
Apply only if you are ready to commit, learn, and take ownership of your role.