{"id":2737206,"url":"https://alion.io/job/freelance-latin-america-it-support-level-2","title":"IT Support Level 2","company":{"id":3936,"name":"Freelance Latin America","domain":"freelancelatinamerica.com","url":"https://alion.io/company/freelancelatinamerica","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":true,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":83,"open_postings":21,"ghost_share":0.286,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":50,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"EST","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["CO","SV","NI","PA","PE","VE"],"hiring_countries_total":6,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Bash","optional":false},{"name":"Debian","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Google Workspace","optional":false},{"name":"Hyper-V","optional":false},{"name":"Linux","optional":false},{"name":"OPNsense","optional":false},{"name":"pfSense","optional":false},{"name":"PowerShell","optional":false},{"name":"Proxmox VE","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-10-16T19:28:25Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-11-03T03:32:27Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":17},"description":"We are looking for a skilled and proactive IT Support Specialist - Level 2 (Mid-Senior) to provide advanced technical support, troubleshoot complex IT issues, and maintain reliable IT infrastructure for a U.S.-based organization.\nThe ideal candidate has strong technical expertise across operating systems, server administration, networking, and cloud services, combined with excellent customer service and problem-solving skills. This role is ideal for someone who enjoys resolving technical challenges, managing multiple support requests, and delivering efficient IT solutions.\nDuties / Task to Perform\nProvide Level 2 technical support, resolving hardware, software, system, and network-related issues.\nTroubleshoot and maintain Windows, macOS, Linux (Debian and Proxmox), and Windows Server environments.\nAdminister and support Microsoft 365 (Office 365) and Google Workspace environments.\nPerform remote software installations, configurations, updates, and maintenance.\nTroubleshoot network connectivity issues, manage IP addressing, and support local network administration.\nConfigure and maintain antivirus, firewall, VPN, email filtering, and DNS security solutions.\nSupport backup and virtualization environments, including Proxmox and Hyper-V.\nManage remote access and troubleshooting tools such as ConnectWise and RustDesk.\nMonitor, update, prioritize, and resolve technical support tickets using ticketing systems.\nCreate and maintain accurate technical documentation, troubleshooting procedures, and knowledge base articles.\nCommunicate professionally with users, providing clear explanations and timely updates on technical issues.\nEscalate unresolved or highly complex incidents to higher-level technical teams when necessary.\nRequirements\nMid-senior-level experience in IT technical support, help desk operations, or systems administration, with strong Level 2 troubleshooting capabilities.\nAdvanced troubleshooting skills across Windows, macOS, and Linux operating systems.\nStrong experience administering Windows Server and Linux server environments, including Debian and Proxmox.\nAdvanced knowledge of Microsoft 365 and Google Workspace administration.\nStrong understanding of networking concepts, including TCP/IP, DNS, DHCP, IP addressing, and network troubleshooting.\nExperience managing firewalls, VPNs, and network security solutions such as pfSense, UniFi, and OPNsense.\nExperience administering antivirus solutions, email security, and DNS filtering.\nFamiliarity with virtualization and backup technologies, particularly Proxmox and Hyper-V.\nBasic to intermediate scripting skills using PowerShell and Bash.\nExperience with remote support and connection tools such as ConnectWise and RustDesk.\nProficiency in ticket management systems, including ConnectWise or similar platforms.\nExperience creating and maintaining IT documentation using IT Glue or similar knowledge management platforms.\nStrong analytical thinking, attention to detail, and problem-solving abilities.\nExcellent customer service and communication skills, with the ability to explain technical concepts clearly.\nAbility to prioritize multiple technical requests, work independently, and collaborate effectively with escalation teams.\nSchedule: Monday through Friday, 8:30am to 5:30pm (EST)\nBenefits\nFully remote work environment\nStable, long-term collaboration\nClear scope of responsibilities and structured workflows\nTraining and onboarding support\nOpportunity to work with international teams\nExposure to modern tools and professional processes\nSupportive and collaborative work culture\nOpportunity for skill development and career growth\nBefore You Apply, Please Read:\nAt Freelance Latin America, we’re excited to connect you with meaningful remote opportunities. However, we want to be clear:\nThese are professional roles with set schedules defined by the client.\nConsistent availability is expected. You will have a set work schedule determined by the client, and you are expected to be present during those hours.\nYou will be part of the client’s team.\nYou’ll follow their company guidelines, communication practices, and workflows, ensuring seamless collaboration.\nKPIs and goals matter.\nYour performance will be measured to ensure alignment with client expectations and project objectives.\nTraining may be required.\nYou might need to complete training to fully understand your role, tools, and client processes.\nCommitment and responsibility are essential.\nWe work with clients who rely on your dedication to deliver consistent, high-quality results. This is key to building trust and long-term partnerships.\nReady to grow your career with us?\nApply only if you are ready to commit, learn, and take ownership of your role.","description_format":"text","description_chars":4723,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Colombia","iso":"CO","kind":"country"},{"name":"El Salvador","iso":"SV","kind":"country"},{"name":"Nicaragua","iso":"NI","kind":"country"},{"name":"Panama","iso":"PA","kind":"country"},{"name":"Peru","iso":"PE","kind":"country"},{"name":"Venezuela","iso":"VE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Freelance & Talent Marketplaces"],"lifecycle":[{"event":"open","at":"2026-10-16T19:28:25Z"}],"visa":[],"liveness":{"score":84,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.843,"p_room":1,"age_days":16,"expected_fill_days":50,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/freelance-latin-america-it-support-level-2","json_url":"https://alion.io/job/freelance-latin-america-it-support-level-2.json","meta":{"generated_at":"2026-11-03T05:19:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7338,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3936},"rest":"https://alion.io/mcp/rest/get_company?id=3936"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffreelance-latin-america-it-support-level-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffreelance-latin-america-it-support-level-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffreelance-latin-america-it-support-level-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/freelance-latin-america-it-support-level-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffreelance-latin-america-it-support-level-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2737206}},{"tool":"search_jobs","arguments":{"company":"freelancelatinamerica.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2737206},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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