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IT Support Level 2 at Freelance Latin America. We are seeking a skilled IT Support Level 2 Specialist to join a structured and collaborative technology services team. This role is ideal for someone with strong troubleshooting expertise, advanced systems administration skills, and a customer-first mindset.. You will be responsible for resolving technical issues, managing IT environments, and ensuring high-quality service delivery to end users while maintaining strong response and resolution standards.. Duties / Task to perform. Resolve service desk requests and usability issues requiring IT involvement . Administer and manage Office 365 and Google Workspace environments . Perform advanced troubleshooting on Windows, macOS, Linux, and Windows Server systems . Handle remote software installation and management . Manage local network administration and IP addressing . Administer email and DNS filtering systems . Manage antivirus, firewall, and VPN platforms (e.g., Mikrotik, UniFi, Wireguard) . Administer backup systems (Macrium Reflect, Windows Server Backup, NinjaOne, etc.) . Use and manage ticketing systems (e.g., Atera) with detailed documentation . Utilize remote connection tools such as TeamViewer and Splashtop . Escalate incidents appropriately when no solution is available at Level 2 . Learn, program, and troubleshoot VoIP platforms as needed . Maintain high service standards with strong customer communication . Advanced administration experience with Office 365, Google Workspace, or AWS . Advanced troubleshooting skills across Windows, Linux, and macOS environments . Advanced Windows Server administration experience . Basic to intermediate programming skills in PowerShell . Strong networking knowledge . Experience with software installation, hardware verification, and system diagnostics . Experience managing antivirus, firewall, VPN, and backup solutions . Advanced experience with ticketing systems . Strong customer service and documentation skills . Ability to independently manage and resolve at least 80% of incoming tickets . Ability to maintain average ticket resolution time under 24 hours and initial response time under 2 hours . Empathetic communicator with the ability to explain technical concepts to non-technical users . Team player with a proactive and solution-oriented mindset . Eagerness to learn and take on technical challenges . English fluency required . Criminal background check required. Schedule: Monday through Friday, 9:00 AM – 5:00 PM (GMT -6:00) Central Time (US & Canada), Mexico City. Company Location: Colombia.