Freelance Latin America is hiring an IT Support Level 2

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.