IT Support Specialist – Tier 2 (Remote, Latin America)

About the role

We’re excited to add a strong Tier 2 Technical Support Specialist to our established international team supporting over 300 U.S. businesses. This hands‑on technical role works directly with clients, requiring high technical expertise, clear communication, collaboration, and ownership.

Key responsibilities

• Tier 2 troubleshooting in a fast‑paced MSP environment.
• Configure and manage UniFi equipment (UDM/UDR, VLANs, managed switches, multi‑ISP failover).
• Support Windows 11 Pro environments.
• Administer Microsoft 365 services (Exchange, SharePoint, Teams, Entra ID, MFA, Conditional Access).
• Deploy Intune and Windows Autopilot solutions.
• Set up and troubleshoot VoIP systems (SIP configuration, provisioning, VLAN/QoS).
• Maintain networked printers, scanners, and IP‑based camera systems.
• Improve documentation and standard operating procedures.
• Provide live remote support to U.S.-based clients.

Required profile

• Excellent spoken and written English.
• 3+ years experience in an external MSP or multi‑client IT environment.
• 2+ years hands‑on Microsoft 365 administration/support.
• 2+ years hands‑on UniFi networking experience.
• Experience setting up and managing at least ten UniFi installations.
• Strong networking fundamentals (routing, VLANs, DHCP, DNS, NAT, VPN, firewall rules, Wi‑Fi troubleshooting).
• Proven ability to provide Windows technical support to end users.
• Independent troubleshooting skills with clear explanation of the process.
• Strong customer‑facing communication for non‑technical audiences.
• Comfortable handling multiple client environments and competing issues.
• Availability to start work at 7:45 am EST.

Required skills

• UniFi networking
• Microsoft 365 administration
• Windows 11 Pro support
• Intune
• Windows Autopilot
• VoIP SIP configuration
• VLAN/QoS management
• DHCP, DNS, NAT, VPN
• Firewall rule configuration
• Wi‑Fi troubleshooting
• PowerShell scripting
• Halo (or similar) ticketing platforms

What we offer

• Fully remote work arrangement.
• Long‑term opportunity with direct access to leadership.
• Join an established international team.
• Real influence on systems and process improvements.