IT Support Level 2 - job 1 of 2

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.

Key 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.
  
  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, 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.