IT Support Level 2
Freelance Latin America · Remote
We are looking for a skilled and proactive IT Support Specialist – Level 2 (Mid-Senior) to provide advanced technical support, troubleshoot complex IT issues, and maintain reliable IT infrastructure for a U.S.-based organization.
The ideal candidate has strong technical expertise across operating systems, server administration, networking, and cloud services, combined with excellent customer service and problem-solving skills. This role is ideal for someone who enjoys resolving technical challenges, managing multiple support requests, and delivering efficient IT solutions.
Duties / Task to Perform
- Provide Level 2 technical support, resolving hardware, software, system, and network-related issues.
- Troubleshoot and maintain Windows, macOS, Linux (Debian and Proxmox), and Windows Server environments.
- Administer and support Microsoft 365 (Office 365) and Google Workspace environments.
- Perform remote software installations, configurations, updates, and maintenance.
- Troubleshoot network connectivity issues, manage IP addressing, and support local network administration.
- Configure and maintain antivirus, firewall, VPN, email filtering, and DNS security solutions.
- Support backup and virtualization environments, including Proxmox and Hyper-V.
- Manage remote access and troubleshooting tools such as ConnectWise and RustDesk.
- Monitor, update, prioritize, and resolve technical support tickets using ticketing systems.
- Create and maintain accurate technical documentation, troubleshooting procedures, and knowledge base articles.
- Communicate professionally with users, providing clear explanations and timely updates on technical issues.
- Escalate unresolved or highly complex incidents to higher-level technical teams when necessary.
Requirements
- Mid-senior-level experience in IT technical support, help desk operations, or systems administration, with strong Level 2 troubleshooting capabilities.
- Advanced troubleshooting skills across Windows, macOS, and Linux operating systems.
- Strong experience administering Windows Server and Linux server environments, including Debian and Proxmox.
- Advanced knowledge of Microsoft 365 and Google Workspace administration.
- Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, IP addressing, and network troubleshooting.
- Experience managing firewalls, VPNs, and network security solutions such as pfSense, UniFi, and OPNsense.
- Experience administering antivirus solutions, email security, and DNS filtering.
- Familiarity with virtualization and backup technologies, particularly Proxmox and Hyper-V.
- Basic to intermediate scripting skills using PowerShell and Bash.
- Experience with remote support and connection tools such as ConnectWise and RustDesk.
- Proficiency in ticket management systems, including ConnectWise or similar platforms.
- Experience creating and maintaining IT documentation using IT Glue or similar knowledge management platforms.
- Strong analytical thinking, attention to detail, and problem-solving abilities.
- Excellent customer service and communication skills, with the ability to explain technical concepts clearly.
- Ability to prioritize multiple technical requests, work independently, and collaborate effectively with escalation teams.
Schedule: Monday through Friday, 8:30am to 5:30pm (EST)
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.