IT Support Level 3
Freelance Latin America Ver todas las vacantes
- Argentina
- Permanente
- Tiempo completo
- Escalation Point: Serve as the main escalation point for the helpdesk team and handle advanced troubleshooting.
- End-User & System Support: Troubleshoot and resolve end-user issues across different environments, including RDS users, office PCs, CAD workstations, and SaaS/cloud applications.
- Windows Server Support: Troubleshoot Windows Server issues such as logins, permissions, Group Policy, DNS, printing, and performance.
- Microsoft 365 Troubleshooting: Provide support for issues related to Microsoft 365 (email, permissions, MFA, Teams/OneDrive).
- Security Incident Response: Respond to security alerts from Huntress and Blumira, investigate, isolate affected devices/users, apply fixes, and document the outcome.
- Proactive Maintenance & Incident Response: Work on both proactive system maintenance and reactive incident resolution.
- Ticket & Remote Support Management: Use ConnectWise Manage for ticket management and client communication, and Datto RMM for remote troubleshooting and system maintenance.
- Documentation: Document solutions and troubleshooting procedures in UseWhale, ensuring other technicians can replicate fixes.
- Mentorship: Coach junior technicians, providing guidance and repeatable troubleshooting steps for complex issues, such as RDP/RDS and VPN problems.
- VPN & Network Support: Diagnose and resolve VPN and network connectivity issues.
- Backup Restoration: Perform and verify restores when needed using tools such as Acronis, Veeam, or client-specific backup tools.
- Issue Prevention: Review recurring issues and implement preventive measures (GPO fixes, PowerShell automation, standard settings, and documentation).
- Experience: 5+ years of MSP experience with advanced troubleshooting skills and customer service.
- Windows Server Support: Advanced knowledge of Windows Server (Active Directory, Group Policy, DNS/DHCP).
- PowerShell: Proficiency in PowerShell for automating tasks and speeding up fixes (basic to intermediate).
- Microsoft 365 & Azure: Strong administration and troubleshooting experience with Microsoft 365 and basic knowledge of Azure.
- Windows & macOS Support: Expertise in Windows 10/11 support, with a basic familiarity with macOS.
- Networking Knowledge: Strong understanding of networking fundamentals (IP addressing, DNS, DHCP, VPN).
- Security Incident Management: Experience in handling security alerts and user security incidents (Huntress/Blumira, ThreatLocker).
- Tools: Familiarity with ConnectWise Manage, Datto RMM, UseWhale, and other ticket management systems.
- Communication Skills: Clear written and spoken communication in English, with the ability to work US Eastern hours (Monday to Friday, 8 AM to 5 PM ET).
- 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
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.