IT Support Level 2 – Remote Monitoring & Patch Management

About the role

We are seeking an experienced IT Support Level 2 Specialist to join our U.S.-based technology services team. The position is based in our Maracaibo office and focuses on centralized monitoring, patch management, and backend technical support using RMM tools.

Key responsibilities

• Monitor centralized services and NOC systems, identify and resolve technical issues.
• Perform patch management and routine maintenance across managed environments.
• Provide backend technical support to the centralized services team and respond to Level 2 escalations.
• Support established monitoring and ticketing workflows and develop proficiency with the team’s RMM toolset.
• Take on client support tickets and additional technical responsibilities as capabilities develop.

Required profile

• Experience with IT monitoring, patch management, and backend technical support.
• Ability to handle routine alerts, patching tasks, and Level 2 escalations with increasing independence.
• Strong work ethic, excellent written and verbal English communication, and a collaborative mindset.
• Willingness to learn established systems and expand responsibilities over time.

Required skills

• Proficiency with RMM tools (experience with Kaseya, Autotask, Datto is a strong plus).
• Hands‑on experience in IT monitoring and patch management.

What we offer

• Stable, long‑term collaboration with clear scope of responsibilities.
• Opportunity to learn project management processes, modern tools, and work with international teams.
• Supportive and collaborative work culture with potential for skill development and career growth.