# IT Support Level 2

> Freelance Latin America · Maracaibo, Venezuela, Bolivarian Republic of · Full-time · Posted 2026-05-04

**Workplace:** on_site

**Department:** IT

## Description

We are looking for an experienced IT Support Level 2 professional to provide high-quality remote technical support to a diverse client base. This role is ideal for someone who enjoys working across multiple technologies, troubleshooting complex issues, and collaborating closely with senior engineers in a structured support environment.  
  
**Duties / Task to perform**

-   Provide remote technical support to resolve user issues and fulfill service desk requests requiring IT expertise
-   Act as an escalation point for Level 1 and Level 2 support issues
-   Triage, prioritize, and manage incoming support tickets efficiently
-   Deliver clear, professional client communication and build trusted relationships
-   Support IT projects, system migrations, and ongoing improvements
-   Document repeatable or undocumented tasks for future delegation
-   Assist with internal IT tools, systems, product evaluations, and process enhancements
-   Maintain accurate technical documentation and contribute to quality assurance initiatives
-   Escalate complex issues to Level 3 engineers with complete and accurate information
-   Follow guidance from senior engineers to ensure efficient issue resolution

## Requirements

-   Strong hands-on experience with Microsoft 365 (Exchange, SharePoint, Teams, Entra, Office apps)
-   Microsoft 365 tenant administration, including security, conditional access, and user management
-   Experience with Microsoft 365 endpoint management
-   Knowledge of mail flow and DNS filtering administration and troubleshooting
-   Windows desktop OS and macOS support, including upgrades and migrations
-   Windows Server administration and configuration
-   PowerShell and Windows command-line scripting skills
-   Experience with RMM and remote access tools (e.g., ConnectWise Automate, ScreenConnect)
-   Familiarity with ticketing/PSA systems (e.g., Zendesk, Halo PSA)
-   Remote PC hardware support, including firmware and driver management (Dell, HP)
-   Experience with IP telephony solutions (e.g., 3CX, Microsoft Teams)
-   Understanding of domain and website hosting
-   Networking knowledge (LAN, internet connections, IP addressing, DNS, switches, routers, firewalls)
-   Experience with UniFi and WatchGuard environments
-   Ability to configure and troubleshoot common business software (e.g., Adobe Acrobat, Sage)
-   Experience with anti-malware solutions (Bitdefender, Microsoft Defender)
-   Experience installing and configuring backup solutions (e.g., Acronis)
-   Comfort working with documentation platforms and knowledge bases

**Schedule & availability**  
Monday to Friday, 10:00 a.m. – 6:00 p.m. (London Time)

**Application process**  
Apply now to be considered for this role. Qualified candidates can expect an initial screening followed by a technical interview to assess skills and experience. Successful applicants will receive next-step details promptly.

## 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.

## Apply

[Apply at Freelance Latin America](https://apply.workable.com/freelance-latin-america/j/DEB53DE548/apply)

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