IT Support Level 2

We are looking for an experienced IT Support Level 2 professional to provide high-quality remote technical support to a diverse client base. This role is ideal for someone who enjoys working across multiple technologies, troubleshooting complex issues, and collaborating closely with senior engineers in a structured support environment.

Duties / Task to perform

• Provide remote technical support to resolve user issues and fulfill service desk requests requiring IT expertise
• Act as an escalation point for Level 1 and Level 2 support issues
• Triage, prioritize, and manage incoming support tickets efficiently
• Deliver clear, professional client communication and build trusted relationships
• Support IT projects, system migrations, and ongoing improvements
• Document repeatable or undocumented tasks for future delegation
• Assist with internal IT tools, systems, product evaluations, and process enhancements
• Maintain accurate technical documentation and contribute to quality assurance initiatives
• Escalate complex issues to Level 3 engineers with complete and accurate information
• Follow guidance from senior engineers to ensure efficient issue resolution

Requirements:
• Strong hands-on experience with Microsoft 365 (Exchange, SharePoint, Teams, Entra, Office apps)
• Microsoft 365 tenant administration, including security, conditional access, and user management
• Experience with Microsoft 365 endpoint management
• Knowledge of mail flow and DNS filtering administration and troubleshooting
• Windows desktop OS and macOS support, including upgrades and migrations
• Windows Server administration and configuration
• PowerShell and Windows command-line scripting skills
• Experience with RMM and remote access tools (e.g., ConnectWise Automate, ScreenConnect)
• Familiarity with ticketing/PSA systems (e.g., Zendesk, Halo PSA)
• Remote PC hardware support, including firmware and driver management (Dell, HP)
• Experience with IP telephony solutions (e.g., 3CX, Microsoft Teams)
• Understanding of domain and website hosting
• Networking knowledge (LAN, internet connections, IP addressing, DNS, switches, routers, firewalls)
• Experience with UniFi and WatchGuard environments
• Ability to configure and troubleshoot common business software (e.g., Adobe Acrobat, Sage)
• Experience with anti-malware solutions (Bitdefender, Microsoft Defender)
• Experience installing and configuring backup solutions (e.g., Acronis)
• Comfort working with documentation platforms and knowledge bases

Schedule & availability
Monday to Friday, 10:00 a.m. – 6:00 p.m. (London Time)

Application process
Apply now to be considered for this role. Qualified candidates can expect an initial screening followed by a technical interview to assess skills and experience. Successful applicants will receive next-step details promptly.

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.