IT Support Level 2

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.