Freelance Latin America is looking for a IT Support Level 3 professional for a senior role focused on providing advanced troubleshooting and excellent customer service. You will be a primary escalation point, ensuring the smooth operation of clients' IT systems through expert support and proactive maintenance.
What You'll Do
- Serve as the main escalation point for the helpdesk team and handle advanced troubleshooting.
- Troubleshoot and resolve end-user issues across different environments, including RDS users, office PCs, CAD workstations, and SaaS/cloud applications.
- Troubleshoot Windows Server issues such as logins, permissions, Group Policy, DNS, printing, and performance.
- Provide support for issues related to Microsoft 365 (email, permissions, MFA, Teams/OneDrive).
- Respond to security alerts from Huntress and Blumira, investigate, isolate affected devices/users, apply fixes, and document the outcome.
- Work on both proactive system maintenance and reactive incident resolution.
- Use ConnectWise Manage for ticket management and client communication, and Datto RMM for remote troubleshooting and system maintenance.
- Document solutions and troubleshooting procedures in UseWhale, ensuring other technicians can replicate fixes.
- Coach junior technicians, providing guidance and repeatable troubleshooting steps for complex issues, such as RDP/RDS and VPN problems.
- Diagnose and resolve VPN and network connectivity issues.
- Perform and verify restores when needed using tools such as Acronis, Veeam, or client-specific backup tools.
- Review recurring issues and implement preventive measures (GPO fixes, PowerShell automation, standard settings, and documentation).
What We're Looking For
- Strong knowledge of Windows Server
- Strong knowledge of virtualization
- Strong knowledge of Microsoft 365
- Strong knowledge of security alert management
- Ability to automate processes using PowerShell
- Ability to provide remote support using tools like ConnectWise Manage and Datto RMM
Technical Stack
- Microsoft 365
- Windows Server
- PowerShell
- ConnectWise Manage
- Datto RMM
- UseWhale
- Huntress
- Blumira
- Acronis
- Veeam
Team & Environment
In this role, you will act as the main escalation point for the helpdesk team.
