Freelance Latin America is hiring an IT Support Level 2 Specialist to provide high-quality technical support and manage IT environments for end users. You'll resolve complex issues and ensure efficient service delivery as part of a structured technology services team.
What You'll Do
- 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 such as Mikrotik, UniFi, and Wireguard.
- Administer backup systems including Macrium Reflect, Windows Server Backup, and NinjaOne.
- Use and manage ticketing systems like 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.
What We're Looking For
- 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.
- Criminal background check required.
Technical Stack
- Productivity Suites: Office 365, Google Workspace, AWS
- Operating Systems: Windows, macOS, Linux, Windows Server
- Scripting & Administration: PowerShell
- Networking & Security: Mikrotik, UniFi, Wireguard
- Backup Solutions: Macrium Reflect, NinjaOne
- Support Tools: Atera, TeamViewer, Splashtop
Team & Environment
You will be part of a structured and collaborative technology services team, following client company guidelines, communication practices, and workflows.
Benefits & Compensation
- Competitive pay in US Dollars.
- Multiple payment methods (Zelle, Face Bank, Binance).
- 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.
- Valued and encouraged input from team members.
- Work with amazing, respected business professionals.
Work Mode
This is a fully remote position.
Freelance Latin America values and encourages input from team members, fosters a healthy work environment with weekly recreation dynamics, and seeks commitment, learning, and ownership from everyone.
