Senior Technical Support Specialist (MSP – Tier 2)

Job description
💻 We’re Hiring: MSP Technical Support Specialist - Tier 2
🌎 Remote- Latin America | U.S. Eastern Time Hours
💵 $10–$12/hr USD
We’re excited to add a strong Tier 2 Technical Support Specialist to our established international team supporting 300+ U.S. businesses!
This is a hands-on technical role. You’ll work directly with our clients. We’re looking for highly technical experience, clear communication, collaboration, and ownership.
If you have a dedication to fixing issues and documenting well to make sure they don’t happen again — keep reading!
🔧 What You’ll Be Working On• Tier 2 troubleshooting in a fast-paced MSP environment• UniFi (UDM/UDR, VLANs, managed switches, multi-ISP failover)• Windows 11 Pro environments• Microsoft 365 (Exchange, SharePoint, Teams, Entra ID, MFA, Conditional Access)• Intune and Windows Autopilot deployments• VoIP systems (SIP configuration, provisioning, VLAN/QoS troubleshooting)• Networked printers, scanners, and IP-based camera systems• Documentation and SOP improvements• Live remote support with U.S.-based clients
🧠 Must-Have• Excellent, easy to understand spoken and written English• 3+ years of experience working in an external MSP or equivalent multi-client IT environment.• 2+ years of hands-on Microsoft 365 administration/support experience.• 2+ years of hands-on UniFi networking experience.• Hands-on experience setting up and managing at least 10 UniFi installations.• Strong networking fundamentals, including routing, VLANs, DHCP, DNS, NAT, VPN, Firewall rulesand Wi-Fi troubleshooting, • Experience providing Windows technical support to end users.• Ability to troubleshoot technical issues independently and explain the reasoning behind the troubleshooting process.• Strong customer-facing communication skills, with the ability to explain complex technical issues clearly to non-technical customers.• Comfortable working across multiple client environments and managing competing technical issues.• Ability to start at 7:45am EST
👏 Nice-to-Have
• Experience supporting 30+ client organizations concurrently.• Additional UniFi experience or certifications.• Experience with Halo or other MSP ticketing platforms.• PowerShell or other basic automation experience.• Experience with additional security, endpoint, or cloud administration tools.
🚀 Why Join Us• Fully remote• Long-term opportunity• Direct access to leadership• Join an established international team• Real influence on systems and process improvements
🧑‍🏫 If interested, send a link to a Loom video of you introducing yourself and offering a brief summary of how your work history aligns with the Must-Have qualifications listed above.
We look forward to hearing from you!Your Tech Johnny Team