Remote L2/L3 Tech Support

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Location:
Remote from Latin America Position Type: Full-time

Salary:
$1,500 – $2,000 USD monthly salary (Paid directly in USD, depending on experience) Schedule: 8 hours/day, Monday through Friday, aligned with U.
S. Eastern Time Job Overview Our Client is a U.
S.-based Managed IT Services and Cybersecurity provider (MSP) dedicated to delivering reliable infrastructure support, cloud management, and endpoint security to business clients across North America. Built on structured ticket resolution, proactive system monitoring, and high-touch technical communication, they eliminate operational downtime for their clients. Driven by sustained growth across their managed account base, they rely on versatile, analytical IT support engineers to troubleshoot infrastructure issues and deliver seamless remote support. The Role Our Client is seeking a technically adept, customer-facing L2/L3 Technical Support Specialist to handle end-user, Microsoft 365, networking, VPN, server, and cloud infrastructure tickets. Far from a call-center or scripted environment, this high-ownership role requires a critical thinker capable of independently working through complex L1/L2 issues, communicating technical solutions clearly to U.
S. business users, and determining proper escalation paths. Operating full-time during U.
S. Eastern business hours, this professional will combine deep technical troubleshooting with pristine ticketing hygiene.

Key Responsibilities
End-User Support & Microsoft 365 Administration
- Independently diagnoses and resolves technical support tickets spanning Windows 10/11 operating systems, Microsoft 365 tenant administration, and endpoint peripherals.
- Administers user accounts, security groups, access permissions, and Multi-Factor Authentication (MFA) protocols across Active Directory, Microsoft Entra ID (Azure AD), and Intune environments.
- Delivers direct remote desktop support and phone assistance to U.
S.-based business end-users with professional, clear English communication. Network, VPN & System Infrastructure Troubleshooting
- Troubleshoots core networking protocols, including TCP/IP fundamentals, DNS resolution, DHCP scopes, local Wi-Fi, and LAN infrastructure.
- Resolves complex VPN connectivity, firewall access rules, and remote access issues across client environments.
- Manages ticket escalation workflows, taking full ownership of issues from intake through resolution while documenting step-by-step technical notes. MSP System Operations & Ticket Hygiene
- Utilizes modern Professional Services Automation (PSA) ticketing software and Remote Monitoring & Management (RMM) tools to track, prioritize, and resolve issues.
- Identifies root causes behind recurring technical failures, escalating specialized server, cloud, or security issues when appropriate.
- Ensures accurate ticket categorization, time tracking, and detailed customer-facing summary documentation across all support touchpoints. Qualifications, Skills, and Key Competencies Required Qualifications
- Technical Support Track Record: 5+ years of hands-on experience in IT technical support, helpdesk operations, or systems administration.
- Microsoft Cloud & Directory Services: Hands-on experience administering Microsoft 365, Active Directory, Microsoft Entra ID (Azure AD), Microsoft Intune, and MFA configurations.
- Networking & Endpoint Fundamentals: Strong grasp of TCP/IP, DNS, DHCP, Wi-Fi, LAN switches, VPNs, Windows 10/11, and remote desktop tools.
- Fluent Spoken & Written English: Advanced English fluency with demonstrated confidence conducting direct phone support for U.
S. business users.
- Ticketing & Analytical Discipline: Methodical troubleshooting methodology with a history of documenting work clearly in helpdesk software.
- U.
S. Time Zone Alignment: Full-time availability aligned with U.
S. Eastern Time business hours.
- Hardware & Workstation Setup

Requirements:
Dedicated quiet remote workspace with high-speed internet and a multi-monitor setup (minimum of 3 monitors, with at least 2 monitors being 24 inches or larger). Preferred Qualifications
- MSP

Experience:
Previous employment at a Managed Service Provider (MSP) supporting U.
S.-based SMB or enterprise clients.
- RMM & PSA Platforms: Experience utilizing Datto RMM, Autotask PSA, or equivalent remote management and ticketing tools.
- Network & Security Stack: Familiarity with FortiGate firewalls, SentinelOne (or similar EDR solutions), Windows Server administratio