IT Support L1 / L2
Servicio Latam - Miami, FL (In-office)
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Salary:
Gross salary
$5000 - 6000
Type:
Full time
Tags: Linux ITSM Networks Windows
IT Support L1 / L2 professional with 2 years of experience providing remote and on-site technical support in operational and production environments. Experienced in incident and service request management, hardware and software troubleshooting, basic network support, and user assistance, ensuring service continuity and compliance with established SLAs. Skilled in ticket management systems, documentation of incidents, and escalation to higher support levels (L3) when required. Adaptable to rotating schedules, including weekends, and able to work under a service-based engagement model. Strong problem-solving skills, customer-oriented approach, and advanced English proficiency.
Find this vacancy on Get on Board.
Job functions
Professional Profile – IT Support L1 / L2
IT Support professional (Level 1 and Level 2) with 2 years of experience providing technical support and resolving incidents in operational and production environments. Skilled in delivering remote and on-site IT, ensuring service continuity, SLA compliance, and a high-quality end-user experience.
Available to work Monday through Sunday on rotating shifts, adaptable to on-call schedules and shift-based operations under a freelance / service-based engagement model. Strong problem-solving mindset, ability to work under pressure, and effective collaboration with multidisciplinary teams.
Qualifications and requirements
Main Responsibilities
Provide IT support for user incidents and service requests (L1 and L2).
Diagnose and resolve hardware, software, and network connectivity issues.
Properly escalate incidents to higher support levels (L3) when required.
Support Windows and/or Linux operating systems.
Provide basic support for networks, printers, corporate applications, and productivity tools.
Log, track, and close tickets using ITSM tools.
Ensure compliance with SLAs and operational procedures.
Support preventive and corrective maintenance activities.
Document incidents, resolutions, and best practices.
Desirable skills
Profile Requirements
2 years of experience in IT Support L1 / L2.
Basic to intermediate knowledge of:
Operating systems (Windows / Linux).
Networking (TCP/IP, VPN, Wi-Fi).
Service desk tools (ServiceNow, Jira, Freshservice, etc.).
Conditions
Working Conditions
Engagement model: Service-based
Schedule: Monday to Sunday, rotating shifts
English: Advanced
Source: GetOnBoard | Main Category: Customer Support