IT Support Level 3

This is a fully remote position, open to applicants in Mexico, +5 more countries.

📋 Description

• Install, configure, administer, and maintain environments for Microsoft 365, Google Workspace, and AWS.

• Oversee Windows Server and additional server environments to ensure optimal performance, security, and reliability.

• Troubleshoot complex issues across various operating systems including Windows, Linux, macOS, and server systems.

• Administer local networks, manage IP addressing, DNS, email systems, and related infrastructure.

• Configure and manage cybersecurity solutions such as antivirus, firewalls, and VPNs, utilizing tools like Cisco Meraki, Sophos, SentinelOne, and Todyl.

• Install, configure, and maintain remote access and management tools, including ConnectWise and Datto.

• Administer backup, disaster recovery, and virtualization solutions through platforms like Datto, MSP360, and NinjaOne.

• Develop scripts and automated processes to enhance IT operations.

• Evaluate IT solutions and propose enhancements based on performance, scalability, security, and customer requirements.

• Optimize configurations for both hardware and software.

• Manage technical support tickets and escalated issues using Autotask, Syncro, and ConnectWise.

• Create technical documentation, troubleshooting procedures, and knowledge base articles using ITGlue.

• Provide professional technical support to customers, addressing complex issues efficiently.

• Identify opportunities to enhance IT infrastructure, applications, and service delivery.

⛳️ Requirements

• Demonstrated experience in a senior IT support, Level 3 technical support, systems administration, or a similar advanced IT role.

• Comprehensive knowledge of Microsoft 365, Google Workspace, and/or AWS administration.

• Strong troubleshooting capabilities across Windows, Linux, macOS, and Windows Server environments.

• Experience in installing, configuring, and maintaining both physical and cloud-based servers.

• Solid understanding of networking fundamentals, including TCP/IP, DNS, IP addressing, VPNs, and local network administration.

• Experience in managing firewalls, antivirus software, endpoint security, and other cybersecurity solutions.

• Proficiency with backup, disaster recovery, and virtualization technologies.

• Familiarity with remote monitoring, management, and technical support tools.

• Experience with ticketing systems, such as Autotask, Syncro, or ConnectWise.

• Knowledge of scripting or programming languages to automate technical tasks and enhance operational efficiency.

• Ability to assess IT solutions and recommend improvements that boost performance, scalability, and security.

• Strong technical documentation abilities, including creating troubleshooting guides and maintaining knowledge bases.

• Excellent customer service, communication, and problem-solving skills.

• Capability to manage multiple technical requests, prioritize incidents, and work independently.

• Relevant technical certifications in cloud platforms, networking, cybersecurity, or systems administration.

• Proactive mindset with strong attention to detail and a commitment to continual technical improvement.

• Full-time availability from Monday to Friday, 9:00 AM–6:00 PM CST.

🏝️ Benefits

• Competitive pay in US Dollars.

• Various payment methods available (Zelle, Face Bank, Binance).

• Bi-weekly payment schedule.

• Provision of necessary work equipment, including laptop, headset, mouse, and mouse pad.

• Celebrations for birthdays and work anniversaries.

• Partnerships with numerous brands offering additional benefits to freelancers.

• Weekly recreational activities promoting a healthy work environment.