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.
Requirements
- 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
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
📌 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.