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.