Freelance Latin America is seeking a Senior IT Support Level 3 professional to serve as the primary escalation point for our helpdesk team. You will focus on advanced troubleshooting and customer service to ensure the smooth operation of our clients' IT systems, handling complex issues across a modern technical environment.
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
- 5+ years of MSP experience with advanced troubleshooting skills and customer service.
- Advanced knowledge of Windows Server (Active Directory, Group Policy, DNS/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 (IP addressing, DNS, DHCP, VPN).
- Experience in handling security alerts and user security incidents (Huntress/Blumira, ThreatLocker).
- Familiarity with ConnectWise Manage, Datto RMM, UseWhale, and other 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
- ConnectWise Manage
- Datto RMM
- UseWhale
- Acronis
- Veeam
- Huntress
- Blumira
- ThreatLocker
Team & Environment
You will serve as the main escalation point for the helpdesk team.
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, global position. The role requires a commitment to work US Eastern hours (Monday to Friday, 8 AM to 5 PM ET).
Freelance Latin America is an equal opportunity employer.
