IT Support Level 2

Freelance Latin America; Maracaibo; Presencial; VES 32.180.000 - 56.315.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Stable collaboration

Structured workflows

Project management/process training

Work with international teams

Exposure to modern tools and processes

Supportive work culture

Career growth opportunities

Descripción de la vacante

Freelance Latin America is seeking an experienced IT Support Level 2 Specialist to join a U.S.-based technology services team in Maracaibo, Venezuela. The role focuses on centralized monitoring, patch management, and backend technical support using RMM tools, with opportunities to handle client tickets as you grow.

Initial duties include monitoring NOC systems, performing routine maintenance, and supporting established workflows.

Formación

• Experience with IT monitoring and patch management.
• Experience with RMM tools.
• Familiarity with Kaseya, Autotask and Datto is a plus.
• Ability to handle Level 2 escalations independently.
• Strong English communication and teamwork.
• Willingness to learn established systems.

Responsabilidades

• Monitor centralized services and NOC systems to address issues.
• Perform patch management across managed environments.
• Provide backend and technical support to the team.
• Respond to routine alerts and Level 2 escalations independently.
• Support ticketing and monitoring workflows.
• Develop proficiency with the RMM toolset and processes.
• Take on client tickets and broader technical responsibilities as you grow.
• Collaborate with the centralized services team and communicate clearly.

Conocimientos

IT monitoring

Patch management

Backend support

RMM tools

English communication

Team collaboration

Herramientas

Kaseya

Autotask

Datto

Descripción del empleo

We are looking for an experienced IT Support Level 2 Specialist to join a structured and collaborative U.S.-based technology services team. This role focuses on centralized monitoring, patch management, and backend technical support using RMM tools, with opportunities to take on client tickets and broader technical responsibilities as you grow in the position.

Duties / Task to perform

• Monitor centralized services and NOC systems to identify and address technical issues.
• Perform patch management and routine maintenance across managed environments.
• Provide backend and technical support to the centralized services team.
• Monitor and independently respond to routine alerts and Level 2 escalations.
• Support established monitoring and ticketing workflows.
• Develop proficiency with the team's RMM toolset and internal processes.
• Take on client support tickets and additional technical responsibilities as capabilities develop.
• Collaborate closely with the centralized services team and maintain clear communication through established channels

Requirements

• Experience with IT monitoring, patch management, and backend technical support.
• Experience working with RMM tools.
• Experience with Kaseya, Autotask, and Datto is a strong plus.
• Ability to handle routine monitoring alerts, patching tasks, and Level 2 escalations with increasing independence.
• Strong work ethic and ability to succeed in a structured, collaborative environment.
• Excellent written and verbal English communication skills.
• Ability to build positive working relationships with a technical team.
• Willingness to learn established systems and expand responsibilities over time

Schedule & availability: Monday to Friday, 8:00 AM-5:00 PM (PST).

NOTE: This position is to be covered from our office in Maracaibo, Venezuela.

Benefits

• Stable, long-term collaboration
• Clear scope of responsibilities and structured workflows
• Opportunity to learn established project management processes and technical workflows
• 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