IT Support Level 2 Specialist

About the role

We are seeking an experienced IT Support Level 2 Specialist to join a structured, collaborative 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 Remote Monitoring and Management (RMM) tools.

Key responsibilities

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

Required profile

• Proven experience with IT monitoring, patch management, and backend technical support.
• Familiarity with RMM tools; experience with Kaseya, Autotask, and Datto is a strong plus.
• Ability to handle routine alerts, patching tasks, and Level 2 escalations with growing independence.
• Strong work ethic and ability to thrive in a structured, collaborative environment.
• Excellent written and verbal English communication skills.

Required skills

• IT monitoring
• Patch management
• Backend technical support
• Remote Monitoring and Management (RMM) tools
• Kaseya (preferred)
• Autotask (preferred)
• Datto (preferred)

What we offer

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