Tier 3 IT Helpdesk or MSP Support Agent

Tier 3 IT Helpdesk or MSP Support Agent📍San Pedro Sula, Cortés, Honduras | On-site
We are looking for an experienced Tier 3 IT Helpdesk or MSP Support Agent to join our Technical Operations team. This role serves as the highest level of technical escalation within a client environment and is responsible for resolving complex, high-impact issues while providing advanced monitoring oversight, leading incident response efforts, and driving infrastructure improvements across client environments.
Key Responsibilities:Resolve complex incidents involving LAN/WAN, SD-WAN, VPN, wireless networks, firewalls, and infrastructure services.Perform advanced troubleshooting, root cause analysis (RCA), and incident management.Act as the escalation point for Tier 1 and Tier 2 support teams.Monitor and optimize network performance using tools such as SolarWinds, PRTG, Nagios, Zabbix, and other monitoring platforms.Configure and troubleshoot routers, switches, firewalls, wireless controllers, VLANs, and network security policies.Support Microsoft 365, Hybrid Active Directory, Azure/Entra ID, and automation initiatives using PowerShell/RMM tools.Collaborate with field technicians, vendors, engineering teams, and stakeholders during critical incidents.
Required Experience & Skills:2+ years of experience in NOC, MSP, or advanced network operations.Intermediate to Advanced English.Strong knowledge of TCP/IP, routing protocols (BGP, OSPF, EIGRP), VLANs, QoS, VPNs, and network troubleshooting.Experience with Cisco, Meraki, Aruba, Ruckus, Fortinet, or similar technologies.Experience with Wireshark, tcpdump, and packet analysis.Strong communication skills and ability to manage multiple priorities in a 24/7 support environment.
Preferred Certifications:CCNA / CCNPAruba, Ruckus, or Meraki certificationsCompTIA Network+ / CWNA / Fortinet certificationsIf you are passionate about solving complex technical challenges and working in a fast-paced IT environment, we would like to hear from you.
📩 Apply now or send us your information to learn more about this opportunity.