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IT Support Level 3

2 hours, 4 minutes ago
Mexico, Argentina, Colombia, El Salvador, Peru, Venezuela
Full-time
Senior
Security Analyst
Cybersecurity
Active Directory AWS Azure DHCP DNS macOS PowerShell Windows Server
Apply Now
Freelance Latin America

Freelance Latin America

Freelance Latin America connects businesses with skilled international remote workers in any industry. Maximize your business growth potential while keeping costs low by connecting with specialized bilingual freelancers through our remote staffing solu...

Professional Services
1-10
Founded 2017
View All Jobs 9

Description

  • Serve as the main escalation point for the helpdesk team and resolve advanced technical issues.
  • Troubleshoot and support end users across RDS sessions, office PCs, CAD workstations, and SaaS/cloud applications.
  • Diagnose and resolve Windows Server issues involving logins, permissions, Group Policy, DNS, printing, and performance.
  • Provide Microsoft 365 troubleshooting for email, permissions, MFA, Teams, and OneDrive issues.
  • Respond to security alerts, investigate incidents, isolate affected devices or users, apply fixes, and document outcomes.
  • Manage tickets and client communication using ConnectWise Manage and perform remote support and maintenance with Datto RMM.
  • Document solutions and repeatable troubleshooting procedures in UseWhale for other technicians.
  • Coach junior technicians and provide guidance on complex issues such as RDP/RDS and VPN problems.
  • Diagnose and resolve VPN and broader network connectivity issues.
  • Perform and verify backup restores using tools such as Acronis, Veeam, or client-specific backup systems, and implement preventive measures for recurring issues.

Requirements

  • 5+ years of MSP experience with advanced troubleshooting and customer service skills.
  • Advanced knowledge of Windows Server, including Active Directory, Group Policy, DNS, and DHCP.
  • Proficiency in PowerShell for task automation and faster issue resolution.
  • Strong administration and troubleshooting experience with Microsoft 365 and basic knowledge of Azure.
  • Expertise in Windows 10/11 support and basic familiarity with macOS.
  • Strong understanding of networking fundamentals, including IP addressing, DNS, DHCP, and VPN.
  • Experience handling security alerts and user security incidents, including tools such as Huntress, Blumira, and ThreatLocker.
  • Familiarity with ConnectWise Manage, Datto RMM, UseWhale, and other ticketing systems.
  • Clear written and spoken English communication skills.
  • Availability to work full-time Monday to Friday, 8 AM to 5 PM Eastern Time (GMT -5:00), aligned with US Eastern hours.

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.

Interested in this position?

Apply directly on the company website

Apply Now

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