IT Support Level 2

We are seeking a skilled IT Support Level 2 Specialist to join a structured and collaborative technology services team. This role is ideal for someone with strong troubleshooting expertise, advanced systems administration skills, and a customer-first mindset.

You will be responsible for resolving technical issues, managing IT environments, and ensuring high-quality service delivery to end users while maintaining strong response and resolution standards.

Duties / Task to perform

• Resolve service desk requests and usability issues requiring IT involvement
• Administer and manage Office 365 and Google Workspace environments
• Perform advanced troubleshooting on Windows, macOS, Linux, and Windows Server systems
• Handle remote software installation and management
• Manage local network administration and IP addressing
• Administer email and DNS filtering systems
• Manage antivirus, firewall, and VPN platforms (e.g., Mikrotik, UniFi, Wireguard)
• Administer backup systems (Macrium Reflect, Windows Server Backup, NinjaOne, etc.)
• Use and manage ticketing systems (e.g., Atera) with detailed documentation
• Utilize remote connection tools such as TeamViewer and Splashtop
• Escalate incidents appropriately when no solution is available at Level 2
• Learn, program, and troubleshoot VoIP platforms as needed
• Maintain high service standards with strong customer communication

Requirements:
• Advanced administration experience with Office 365, Google Workspace, or AWS
• Advanced troubleshooting skills across Windows, Linux, and macOS environments
• Advanced Windows Server administration experience
• Basic to intermediate programming skills in PowerShell
• Strong networking knowledge
• Experience with software installation, hardware verification, and system diagnostics
• Experience managing antivirus, firewall, VPN, and backup solutions
• Advanced experience with ticketing systems
• Strong customer service and documentation skills
• Ability to independently manage and resolve at least 80% of incoming tickets
• Ability to maintain average ticket resolution time under 24 hours and initial response time under 2 hours
• Empathetic communicator with the ability to explain technical concepts to non-technical users
• Team player with a proactive and solution-oriented mindset
• Eagerness to learn and take on technical challenges
• English fluency required

Schedule: Monday through Friday, 9:00 AM – 5:00 PM (GMT -6:00) Central Time (US & Canada), Mexico City

Benefits:
• Competitive pay in US Dollars.
• You'll get to work with some amazing, respected business professionals.
• We really value and encourage input from our team members.
• We offer different payment methods (Zelle, Face Bank, Binance)
• You'll get paid every two weeks.
• Birthday and work anniversary celebrations.
• Alliances with many brands grant extra benefits to freelancers.
• Weekly recreation dynamics that foster a healthy work environment.

📌 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.