Level 2 IT Support Technician
- Remote
- Compensation: $2,000–$3,000 USD/month
- Full-time, Pacific Time hours, Contractor
- Tech Stack: Office 365, Microsoft Office, Windows, Mac OS, Google Workspace, Adobe Acrobat, QuickBooks, AutoCAD, Bluebeam, Active Directory, VOIP, printers, networking tools
At Near, we connect top talent in Latin America with exciting remote opportunities at U.S.-based companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
About the Company:
Our client is a U.S.-based company operating in the IT support space, helping end users solve a wide variety of day-to-day technical issues across software, hardware, connectivity, and business tools. They work in a highly practical, service-oriented environment focused on keeping support simple, efficient, and effective. With adaptability and clear communication at their core, they are building a reliable support function for clients who need strong technical help delivered with professionalism and care.
About the Role:
We’re looking for a Level 2 IT Support Technician who combines strong technical troubleshooting skills with clear communication and sound judgment. You’ll support end users across a broad range of issues including hardware, software, printers, internet connectivity, Office 365, and business applications, while delivering prompt and effective support through phone, email, and remote tools. This role requires someone who is analytical, adaptable, customer-oriented, and able to work independently in a fast-changing support environment without relying too heavily on AI or overcomplicating solutions.
You Will:
- Diagnose and resolve technical issues related to hardware, software, printers, and network connectivity
- Provide prompt support via phone, email, and remote assistance tools
- Troubleshoot issues across Office 365, Microsoft Office applications, browsers, and general business software
- Support users with Windows and Mac operating systems
- Handle printer troubleshooting and general computer hardware support
- Assist with networking-related issues and troubleshoot internet connectivity problems
- Perform basic server-related tasks, including adding users to Active Directory and similar admin work
- Support tools and platforms such as Google Workspace, Adobe Acrobat, QuickBooks, AutoCAD, Bluebeam, and VOIP systems
- Document and track support requests in a ticketing system
- Escalate critical or more advanced issues when needed
- Contribute to IT-related initiatives and evolving technical responsibilities
- Deliver practical, proven solutions while maintaining a high level of customer service
About You:
Your Background:
- Proven experience as a Level 2 IT Technician or in a similar IT support role
- Strong troubleshooting skills across a broad range of technical issues and systems
- Strong knowledge of Office 365 administration
- Advanced knowledge of Microsoft Office applications, especially Outlook, Word, and Excel
- Strong experience with Windows and familiarity with Mac OS
- Familiarity with networking concepts and internet troubleshooting
- Experience with printer troubleshooting
- Basic experience with server tasks and Active Directory
- Familiarity with computer hardware
- Familiarity with VOIP technology
- Excellent communication skills and comfort in a customer-facing support role
- Able to work independently and stay effective in a remote environment
- Strong English communication skills; clear spoken communication is important for client interaction
- Analytical and detail-oriented, with the ability to question issues properly and identify root causes
- Process-oriented and able to follow internal procedures consistently
- Adaptable and coachable, with the ability to learn how the client operates
- Practical, solution-oriented mindset focused on simple and efficient troubleshooting
- Comfortable in a role that is broad, hands-on, and not narrowly specialized
Nice to Have:
- Experience with Google Workspace, Adobe Acrobat, QuickBooks, AutoCAD, and Bluebeam
- Experience in a managed services, help desk, or high-volume support environment
- Experience supporting customers through phone-based troubleshooting
- Access to or familiarity with using an iPhone for FaceTime-based support
Compensation & Benefits:
- Compensation: $2,000–$3,000 USD/month
- Benefits:
- 8 PTO days per year
- Additional vacation/PTO after 6 months
- Full-time remote contractor role
- Opportunity to grow into a Level 3 technician role
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