# IT Support Level 2

**Company:** [Freelance Latin America](https://jobs.workable.com/companies/r2ch3GCNi9zbw5KbpFxe8K.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** IT

[Apply for this job](https://jobs.workable.com/view/be3548e6-b561-4b38-9a85-fa1943282a8a)

## 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 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.