IT Support Level 2

This is a fully remote position, open to applicants in Venezuela, +5 more countries.

📋 Description

• Deliver Level 2 technical support by addressing hardware, software, system, and network-related challenges.

• Diagnose and maintain environments for Windows, macOS, Linux (Debian and Proxmox), as well as Windows Server.

• Administer and provide support for Microsoft 365 (Office 365) and Google Workspace environments.

• Conduct remote software installations, configurations, updates, and ongoing maintenance.

• Resolve network connectivity issues, handle IP addressing, and assist with local network administration.

• Set up and manage antivirus, firewall, VPN, email filtering, and DNS security solutions.

• Provide support for backup and virtualization environments, particularly Proxmox and Hyper-V.

• Oversee remote access and troubleshooting tools such as ConnectWise and RustDesk.

• Monitor, update, prioritize, and resolve technical support tickets using ticketing systems.

• Create and maintain comprehensive technical documentation, troubleshooting procedures, and knowledge base articles.

• Communicate professionally with users, offering clear explanations and timely updates regarding technical issues.

• Escalate unresolved or complex incidents to higher-level technical teams when necessary.

⛳️ Requirements

• Mid-senior-level experience in IT technical support, help desk operations, or systems administration, with proficient Level 2 troubleshooting skills.

• Advanced troubleshooting capabilities across Windows, macOS, and Linux operating systems.

• Significant experience in administering Windows Server and Linux server environments, including Debian and Proxmox.

• In-depth knowledge of Microsoft 365 and Google Workspace administration.

• Solid understanding of networking principles, including TCP/IP, DNS, DHCP, IP addressing, and network troubleshooting.

• Experience managing firewalls, VPNs, and network security solutions such as pfSense, UniFi, and OPNsense.

• Proficient in administering antivirus solutions, email security, and DNS filtering.

• Familiarity with virtualization and backup technologies, especially Proxmox and Hyper-V.

• Basic to intermediate scripting abilities using PowerShell and Bash.

• Experience with remote support and connection tools like ConnectWise and RustDesk.

• Competence in ticket management systems, including ConnectWise or similar platforms.

• Experience in creating and maintaining IT documentation using IT Glue or comparable knowledge management systems.

• Availability to work Monday through Friday, from 8:30am to 5:30pm EST.

• Strong analytical thinking, attention to detail, and problem-solving skills.

• Excellent customer service and communication abilities, with the capacity to articulate technical concepts clearly.

• Ability to manage multiple technical requests, work independently, and effectively collaborate with escalation teams.

🏝️ Benefits

• Fully remote work environment.

• Stable, long-term collaboration.

• Clear scope of responsibilities and organized workflows.

• Training and onboarding assistance.

• Opportunity to collaborate with international teams.

• Exposure to modern tools and professional processes.

• Supportive and collaborative work culture.

• Opportunities for skill development and career advancement.