IT Support Level 2

Description 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 PerformProvide 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.

Benefits

• Fully remote work environmentStable, long-term collaborationClear scope of responsibilities and structured workflowsTraining and onboarding supportOpportunity to work with international teamsExposure to modern tools and professional processesSupportive and collaborative work cultureOpportunity 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.