IT Support Level 2 at Freelance Latin America

, , Mexico -

Full Time

Start Date

Immediate

Expiry Date

18 May, 26

Salary

0.0

Posted On

17 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Troubleshooting, Systems Administration, Office 365, Google Workspace, Windows, MacOS, Linux, Windows Server, Network Administration, IP Addressing, DNS Filtering, Firewall, VPN, Backup Systems, Ticketing Systems, PowerShell

Industry

Staffing and Recruiting

Description

We are seeking a skilled IT Support Level 2 Specialist to join a structured and collaborative technology services team. This role is ideal for someone with strong troubleshooting expertise, advanced systems administration skills, and a customer-first mindset. You will be responsible for resolving technical issues, managing IT environments, and ensuring high-quality service delivery to end users while maintaining strong response and resolution standards. Duties / Task to perform 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 (e.g., Mikrotik, UniFi, Wireguard) Administer backup systems (Macrium Reflect, Windows Server Backup, NinjaOne, etc.) Use and manage ticketing systems (e.g., 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 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 Schedule: Monday through Friday, 9:00 AM – 5:00 PM (GMT -6:00) Central Time (US & Canada), Mexico City Competitive pay in US Dollars. You'll get to work with some amazing, respected business professionals. We really value and encourage input from our team members. We offer different payment methods (Zelle, Face Bank, Binance) You'll get 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. 📌 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.

Responsibilities

The specialist will be responsible for resolving service desk requests and usability issues, administering core environments like Office 365 and Google Workspace, and performing advanced troubleshooting across Windows, macOS, and Linux systems. Duties also include managing network administration, security platforms (antivirus, firewall, VPN), and backup systems while maintaining high service standards.