Role Description We are seeking an experienced IT Support Level 3 professional to join a U.S.-based organization providing advanced technical support and infrastructure management services. This role is ideal for someone with strong troubleshooting expertise, cloud administration experience, and a passion for delivering outstanding customer service while supporting complex IT environments. - Install, configure, and maintain Microsoft 365, Google Workspace, and Amazon AWS environments. - Install, configure, and maintain Windows Server and other server platforms. - Develop and maintain automation scripts using programming languages to streamline IT operations. - Analyze and compare IT solutions to recommend the best technologies for customer environments. - Optimize and scale hardware and software infrastructure. - Install, configure, and maintain email services, DNS, and related network services. - Deploy, configure, and manage antivirus, firewall, VPN, and security solutions, including platforms such as Cisco Meraki, Sophos, SentinelOne, and Todyl. - Install, configure, and maintain remote access and remote management solutions such as ConnectWise and Datto. - Administer backup and virtualization platforms, including Datto, MSP360, NinjaOne, and similar technologies. - Create and maintain technical documentation and knowledge base articles using documentation platforms. - Install, configure, and manage ticketing systems such as Autotask, Syncro, and ConnectWise. - Deliver exceptional customer service while resolving technical issues efficiently. - Continuously evaluate and improve existing systems, applications, and IT services. Qualifications - Proven experience providing Level 3 IT support in complex technical environments. - Advanced administration of Microsoft 365, Google Workspace, or Amazon AWS. - Strong experience troubleshooting Windows, Linux, macOS, Windows Server, and related operating systems. - Experience with remote software deployment and endpoint management. - Solid understanding of networking concepts, including TCP/IP, DNS, and local network administration. - Experience administering email filtering, IT security tools, firewalls, VPNs, backups, and virtualization platforms. - Strong knowledge of cloud infrastructure and server administration. - Experience using scripting or programming languages to automate administrative tasks. - Experience working with ticketing systems and technical documentation platforms. - Excellent customer service, communication, and problem-solving skills. - Relevant technical certifications are highly valued. Requirements - Schedule: Monday through Friday | 8:30 AM – 5:00 PM | Eastern Time (GMT -5:00) – US & Canada, 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 Benefits - 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’ll follow the client’s company guidelines, communication practices, and workflows, ensuring seamless collaboration. - Your performance will be measured to ensure alignment with client expectations and project objectives. - 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. Company Description At Freelance Latin America, we’re excited to connect you with meaningful remote opportunities. However, we want to be clear: - Ready to grow your career with us? Apply only if you are ready to commit, learn, and take ownership of your role.

• Open new international customers and generate new revenue • Build a strong pipeline across enterprise, PE backed, VC backed and high growth technology companies • Win work across software engineering, cloud, data, DevOps, AI, GenAI, automation and consulting • Sell cross border delivery models through staff augmentation and Time and Material • Own the full sales cycle from prospecting and meetings through negotiation, signature and account growth • Build trusted relationships with senior decision makers, including C level, IT leadership, procurement and investors where relevant • Grow the accounts you win into long term strategic partnerships • Work closely with recruitment and delivery to convert opportunities into placements and scalable revenue • You will be selling services that are highly relevant to the market now: AI, GenAI, AI agents, automation, software engineering, data and cloud transformation • You will be building international revenue, not just managing local accounts • You will have the chance to open and grow relationships with premium customers across Europe and the US

• Oversee day-to-day IT operations including staff support and Microsoft 365 management. • Lead SharePoint governance efforts and champion the adoption of M365 tools. • Manage core vendor relationships including the MSP and Rippling IT. • Own identity and access management and improve security posture. • Maintain and execute an IT Improvement Plan focusing on key initiatives. • Provide guidance to in-country IT coordinators and ensure consistency across organizations.

• Provide exceptional customer service to Sago respondents through inbound/outbound voice process, aiming to drive respondent satisfaction and retention. • Manage high volumes of inbound/outbound calls and providing high quality support to respondents while documenting all reach outs • Intake, triage, investigate, and respond to inquiries directed to Sago’s respondent help desk, maintaining our company’s reputation for high-quality service • Effectively assess respondent needs and consistently provide accurate, valid, and complete information, aiming to resolve issues with as few touch points as possible • Administer and prioritize respondent’s tasks and ensure achievement of all deadlines within the required timeframe per highest quality standards • Work with internal teams to troubleshoot issues that impact respondent experiences • Escalate complex issues appropriately and follow up to ensure timely resolution though outbound calls • Learn and stay up-to-date on Sago’s technologies and procedures-tech savvy • Maintaining customer satisfaction ratings outlined in company policy, meeting/exceeding set productivity, quality and discipline targets within stipulated timelines