IT Support Level 2

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 (GMT -5:00) Eastern Time (US & Canada), Bogota, Lima.

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

📌 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.