We are seeking a proactive and customer-focused IT Support Level 2 professional to join a U.S.-based managed IT services team. In this role, you will provide advanced technical support by resolving escalated service requests, supporting infrastructure projects, and helping maintain secure, reliable IT environments. This is an excellent opportunity for someone with MSP experience who enjoys solving complex technical issues while working in a collaborative, fast-paced environment.

Duties / Task to Perform

• Handle escalated service tickets from Level 1 technicians.
• Troubleshoot issues related to Windows Server, Microsoft 365, Entra ID, Azure Virtual Desktop, and networking environments.
• Assist with infrastructure projects, system migrations, and technology deployments under senior engineer guidance.
• Execute project work by following established runbooks and technical documentation.
• Deploy cybersecurity tools and implement baseline security configurations.
• Maintain accurate documentation of all work performed to support knowledge sharing and future troubleshooting.
• Ensure timely ticket updates and follow IT service management best practices.

Requirements

• Previous experience working in a Managed Service Provider (MSP) environment is strongly preferred.
• Experience with Windows Server administration, including Active Directory, Group Policy, DNS, and DHCP.
• Strong knowledge of Microsoft 365, including Exchange Online, Teams, SharePoint, and OneDrive.
• Experience administering Microsoft Entra ID, including Conditional Access and Multi-Factor Authentication (MFA).
• Basic Microsoft Azure administration skills.
• Experience supporting Azure Virtual Desktop environments, including host pools, session hosts, and troubleshooting.
• Solid networking knowledge, including firewalls, VPNs, VLANs, and Meraki environments.
• Experience using IT service management and documentation platforms such as ConnectWise Manage, Hudu, ImmyBot, and NinjaOne.
• Strong troubleshooting, communication, and documentation skills.
• Ability to work collaboratively while managing multiple priorities.

Benefits

• Fully remote work environment
• Stable, long-term collaboration
• Clear scope of responsibilities and structured workflows
• Training and onboarding support
• 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.