IT Support Level 3

We are looking for an experienced IT Support Level 3 to provide advanced technical support, manage IT infrastructure, and optimize technology solutions for a professional services team.

The ideal candidate is a proactive problem-solver with strong expertise in cloud services, network administration, cybersecurity, and server management. This role requires excellent customer service skills, technical independence, and the ability to troubleshoot complex IT challenges while maintaining reliable and secure systems.

• Install, configure, administer, and maintain Microsoft 365, Google Workspace, and Amazon Web Services (AWS) environments.
• Manage Windows Server and other server environments, ensuring optimal performance, security, and reliability.
• Troubleshoot advanced technical issues across Windows, Linux, macOS, and server operating systems.
• Administer and maintain local networks, IP addressing, DNS, email systems, and related infrastructure.
• Configure and manage cybersecurity solutions, including antivirus, firewalls, and VPNs, using platforms such as Cisco Meraki, Sophos, SentinelOne, and Todyl.
• Install, configure, and maintain remote access and management tools such as ConnectWise and Datto.
• Administer backup, disaster recovery, and virtualization solutions using platforms such as Datto, MSP360, and NinjaOne.
• Develop scripts and automated processes to streamline IT operations and improve system efficiency.
• Evaluate and compare IT solutions to recommend improvements based on performance, scalability, security, and customer needs.
• Optimize hardware and software configurations to improve reliability and scalability.
• Manage technical support tickets, troubleshoot escalated issues, and maintain accurate records using platforms such as Autotask, Syncro, and ConnectWise.
• Create and maintain technical documentation, troubleshooting procedures, and knowledge base articles using tools such as ITGlue.
• Provide professional technical assistance to customers, ensuring timely resolution of complex issues.
• Continuously identify opportunities to improve IT infrastructure, applications, and service delivery.

• Proven experience in a senior IT support, Level 3 technical support, systems administration, or similar advanced IT role.
• Advanced knowledge of Microsoft 365, Google Workspace, and/or AWS administration.
• Strong troubleshooting skills across Windows, Linux, macOS, and Windows Server environments.
• Experience installing, configuring, and maintaining physical and cloud-based servers.
• Solid understanding of networking fundamentals, including TCP/IP, DNS, IP addressing, VPNs, and local network administration.
• Experience managing firewalls, antivirus software, endpoint security, and other cybersecurity solutions.
• Proficiency with backup, disaster recovery, and virtualization technologies.
• Experience with remote monitoring, management, and technical support tools.
• Familiarity with ticketing systems such as Autotask, Syncro, or ConnectWise.
• Knowledge of scripting or programming languages to automate technical tasks and improve operational efficiency.
• Ability to assess IT solutions and recommend improvements that enhance performance, scalability, and security.
• Strong technical documentation skills, including creating troubleshooting guides and maintaining knowledge bases.
• Excellent customer service, communication, and problem-solving skills.
• Ability to manage multiple technical requests, prioritize incidents, and work independently.
• Relevant technical certifications in cloud platforms, networking, cybersecurity, or systems administration.
• Proactive mindset, strong attention to detail, and commitment to continuous technical improvement.

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.