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.