Freelance Latin America is hiring a Senior IT Support Level 3 to act as the primary escalation point for our helpdesk. In this senior role, you will ensure the smooth operation of clients' IT systems, focusing on advanced troubleshooting and proactive maintenance across Microsoft 365, Windows Server, and security platforms.
What You'll Do
- Serve as the main escalation point for the helpdesk team, handling advanced troubleshooting.
- Troubleshoot and resolve end-user issues across RDS users, office PCs, CAD workstations, and SaaS/cloud applications.
- Diagnose Windows Server issues including logins, permissions, Group Policy, DNS, printing, and performance.
- Provide support for Microsoft 365 issues related to email, permissions, MFA, Teams, and OneDrive.
- Respond to security alerts from Huntress and Blumira, investigate incidents, isolate affected devices/users, apply fixes, and document outcomes.
- Balance proactive system maintenance with reactive incident resolution.
- Use ConnectWise Manage for ticket management and client communication, and Datto RMM for remote troubleshooting.
- Document solutions and procedures in UseWhale to enable knowledge sharing across the team.
- Coach junior technicians by providing guidance and repeatable troubleshooting steps for complex issues like RDP/RDS and VPN problems.
- Diagnose and resolve VPN and network connectivity issues.
- Perform and verify restores using tools such as Acronis, Veeam, or client-specific backup solutions.
- Review recurring issues and implement preventive measures via GPO fixes, PowerShell automation, standard settings, and documentation.
What We're Looking For
- 5+ years of MSP experience with advanced troubleshooting skills and customer service.
- Advanced knowledge of Windows Server, including Active Directory, Group Policy, DNS, and DHCP.
- Proficiency in PowerShell for automating tasks and speeding up fixes (basic to intermediate).
- Strong administration and troubleshooting experience with Microsoft 365 and basic knowledge of Azure.
- Expertise in Windows 10/11 support, with a basic familiarity with macOS.
- Strong understanding of networking fundamentals like IP addressing, DNS, DHCP, and VPN.
- Experience handling security alerts and user security incidents with tools like Huntress, Blumira, or ThreatLocker.
- Familiarity with ConnectWise Manage, Datto RMM, UseWhale, and similar ticket management systems.
- Clear written and spoken communication in English, with the ability to work US Eastern hours (Monday to Friday, 8 AM to 5 PM ET).
Technical Stack
- Windows Server, Microsoft 365, Azure
- PowerShell, Active Directory, Group Policy
- DNS, DHCP, VPN
- ConnectWise Manage, Datto RMM, UseWhale
- Huntress, Blumira, ThreatLocker
- Acronis, Veeam
Team & Environment
You will be the main escalation point for the helpdesk team, providing senior-level guidance and support.
Benefits & Compensation
- 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
Work Mode
This is a fully remote position. Candidates must be located in Venezuela.
Freelance Latin America is an equal opportunity employer.
