[Hiring] L2/L3 Tech Support @HireLATAM

Role Description

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. 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

• 5+ years of hands-on experience in IT technical support, helpdesk operations, or systems administration.
• Hands-on experience administering Microsoft 365, Active Directory, Microsoft Entra ID (Azure AD), Microsoft Intune, and MFA configurations.
• Strong grasp of TCP/IP, DNS, DHCP, Wi-Fi, LAN switches, VPNs, Windows 10/11, and remote desktop tools.
• Advanced English fluency with demonstrated confidence conducting direct phone support for U.S. business users.
• Methodical troubleshooting methodology with a history of documenting work clearly in helpdesk software.
• Full-time availability aligned with U.S. Eastern Time business hours.
• 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

• Previous employment at a Managed Service Provider (MSP) supporting U.S.-based SMB or enterprise clients.
• Experience utilizing Datto RMM, Autotask PSA, or equivalent remote management and ticketing tools.
• Familiarity with FortiGate firewalls, SentinelOne (or similar EDR solutions), Windows Server administration, Group Policy (GPO), VLANs, and backup/disaster recovery systems.

Benefits

• $1,500 – $2,000 USD monthly salary paid directly in USD.
• Direct exposure to enterprise Microsoft 365, cybersecurity, and networking stacks.
• Clear path to expand technical responsibilities and advance into senior escalation engineering roles.
• Dedicated full-time engagement executed remotely from Latin America.

Application Disclaimer: Please Read Before Proceeding

To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.

• Voice/Video Recording is REQUIRED. Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
• Each application includes knockout questions designed to verify the minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role.
• To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications.
• All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.