IT Support Level 2

Freelance Latin America; Maracaibo; A distancia; VES 7.946.000 - 12.715.000; Jornada completa

Descripción de la vacante

A remote freelance company is seeking a dedicated Level 2 IT Support professional to ensure efficient user support and resolve complex technical issues. You will manage Microsoft 365 and Azure configurations, conduct troubleshooting for network security, and ensure operational continuity, all while being part of a dedicated client team. Consistent availability during set schedules is crucial for success.

Servicios

Competitive pay in USD

Biweekly payments

Birthday and work anniversary celebrations

Weekly recreation dynamics

Formación

• Proficient in Microsoft 365 & Azure management, including account configurations.
• Strong knowledge of Windows operating systems and server support.
• Ability to troubleshoot network issues and oversee security practices.

Responsabilidades

• Manage user support and resolve complex technical issues.
• Configure and maintain network security and endpoint protection.
• Document troubleshooting steps and system changes regularly.

Conocimientos

Troubleshooting

Technical Support

User Communication

Time Management

Educación

Relevant IT certifications

Herramientas

Microsoft 365

Azure

NinjaOne

ConnectWise Manage

Descripción del empleo

Overview

We are looking for a dedicated professional to join us as a Level 2 IT Support, bringing expertise in resolving complex technical issues and delivering efficient user support. This role is essential for ensuring operational continuity and enhancing the company’s technology performance.

Responsibilities

• Review and confirm daily backup logs.
• Perform twice-weekly antivirus checks and resolve issues.
• Manage patching schedules and track compliance across all endpoints.
• Generate Patch True-Up, Backup True-Up, Antivirus True-Up, and Firewall True-Up reports.
• System Setup & Configuration

• Provision and configure Microsoft 365 tenants, users, mailboxes, Teams, and SharePoint.
• Manage Azure/Entra ID setup, including users, groups, conditional access, and security policies.
• Configure and deploy PBX/VoIP systems (Netsapiens), including call routing, extensions, voicemail, and Yealink endpoints.
• Set up and administer network equipment (Meraki firewalls, switches, and wireless access points).
• Support client onboarding, migrations (BitTitan), and offboarding activities.

• Troubleshooting & Escalation

• Provide advanced support for desktops, servers, and applications.
• Troubleshoot Microsoft 365, email delivery, and authentication issues.
• Resolve firewall, network, and VoIP issues.
• Escalate tickets appropriately when higher-level intervention is required.
• System Setup & Configuration (continued)

Network & Security Management

• Monitor and manage Meraki switches, firewalls, and wireless access points.
• Administer DNS filtering and Cloudflare Zero Trust access controls.
• Identify and remediate endpoint security issues using Huntress and ProofPoint.

Client Support & Service Delivery

• Support ticket resolution via ConnectWise Manage (PSA).
• Use NinjaOne RMM for system access, troubleshooting, and remediation.
• Maintain strong communication with clients, setting and resetting expectations.

Reporting & Documentation

• Deliver monthly system health and compliance reports.
• Document troubleshooting steps and resolutions in PSA.
• Update internal SOPs and knowledge base articles.

Team Contribution

• Collaborate with Level 1 technicians and provide mentorship where needed.
• Participate in daily huddles and scheduled team meetings.
• Contribute to continuous improvement of internal processes and automation.

• Proficient in Microsoft 365 & Azure, including Exchange Online, SharePoint, Teams, and OneDrive management.
• Familiarity with Azure AD / Entra ID administration (users, groups, conditional access).
• Experience troubleshooting email delivery, authentication, and licensing issues.

Operating Systems & Servers

• Strong knowledge of Windows desktop OS (Windows 10/11) and Windows Server environments.
• Ability to support server roles such as file/print, Active Directory, and basic virtualization.
• Understanding of patch management, updates, and endpoint hardening.

Networking

• Working knowledge of LAN/WAN principles, TCP/IP, DHCP, DNS.
• Experience with firewalls, switches, and wireless access points (Meraki preferred).
• Familiarity with VPN configuration and troubleshooting.

Security

• Understanding of antivirus/EDR systems and daily/weekly monitoring practices.
• Familiarity with DNS security, email filtering (ProofPoint, Cloudflare, Huntress).
• Awareness of cybersecurity best practices and compliance standards.

Monitoring & Reporting

• Ability to interpret RMM alerts and system monitoring dashboards (NinjaOne).
• Experience creating accurate reports (Backup True-Up, Patch True-Up, AV reporting).
• Skilled at documenting troubleshooting steps and system changes.

VoIP & Communications

• Familiarity with hosted PBX systems (Netsapiens), SIP endpoints, and Yealink devices.
• Ability to support call routing, voicemail, extensions, and 911 configuration.

Professional Skills

• Strong troubleshooting and problem-solving ability.
• Excellent written and verbal communication skills in English.
• Time management and ability to prioritize in a fast-paced MSP environment.

Schedule

Monday through Friday 8AM to 5PM (EST)

• 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

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.