Tier 3 Technician

We are looking for a senior-level IT Support Specialist to support a U.S.-based IT services environment. This role is ideal for a highly technical, client-facing professional with strong MSP readiness, excellent English communication, and the ability to troubleshoot complex issues across cloud, network, security, and server environments.

Duties / Task to perform

• Provide advanced Level 3 technical troubleshooting for client environments.
• Support and administer Office 365, Google Workspace, and AWS environments.
• Troubleshoot Windows, Linux, macOS, and Windows Server issues.
• Manage networking issues, including IP addressing, DNS, email filtering, and security tools.
• Support backup, firewall, virtualization, and endpoint security tools.
• Use automation and scripting to improve workflows and resolve recurring issues.
• Document troubleshooting steps, resolutions, and internal processes clearly.
• Communicate with users and internal teams through email and Microsoft Teams.
• Learn client environments, internal workflows, HaloPSA, and escalation processes.
• Resolve tickets in a timely manner aligned with SLA expectations.

• Strong senior-level L3 technical troubleshooting background.
• MSP experience highly preferred.
• Experience administering Office 365, Google Workspace, and AWS.
• Strong knowledge of Windows, Linux, macOS, and Windows Server support.
• Networking knowledge, including IP addressing, DNS, and related troubleshooting.
• Experience with email filtering, IT security tools, backup tools, firewalls, and virtualization platforms.
• Automation or scripting experience.
• Excellent customer service skills in a client-facing environment.
• Strong documentation and ticket management discipline.
• Professional English fluency.
• Familiarity with tools such as ConnectWise, Datto, NinjaOne, MSP360, HaloPSA, IT Glue, Autotask, Syncro, Cisco Meraki, Sophos, SentinelOne, or Todyl is a plus.
• Calm under pressure, detail-oriented, proactive, adaptable, and able to work independently in a remote environment.

Schedule & availability: Monday to Friday, 9:00 AM – 5:00 PM Eastern Time, Bogotá, Lima

• 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

📌 Before You Apply, Please Read:

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.