[Hiring] L2 Service Engineer @HireLATAM

Role Description

Our Client is seeking a technically strong, dependable, and proactive L2 Service Engineer to deliver advanced technical support across diverse client environments while serving as a key escalation anchor for the Help Desk team. This professional functions as a senior technical problem solver and mentor—adept at diagnosing complex multi-platform issues, driving root-cause resolution, improving system infrastructure, and elevating the technical capabilities of less experienced engineers within a high-throughput MSP workspace.

Key Responsibilities

• Advanced Technical Support & Escalation Management
  • Provides intermediate and advanced technical troubleshooting across Microsoft 365, Active Directory, Entra ID, Intune, Windows/Mac workstations, networking, firewalls, VPNs, virtualized servers, and cloud infrastructure.
  • Acts as the primary internal escalation point for L1 Service Engineers, offering real-time troubleshooting guidance, technical knowledge sharing, and complex issue resolution.
  • Takes complete end-to-end ownership of assigned escalated tickets, managing issues through to resolution or coordinating appropriate vendor/leadership escalation when specialized resources are required.
  • Participates in scheduled system infrastructure upgrades, maintenance windows, technical onboarding projects, and continuous operational efficiency initiatives.
• Client Communication & Operational Documentation
  • Maintains proactive, professional, and clear communication with client end-users, IT managers, external vendors, and internal leadership.
  • Upholds strict ticket hygiene by logging accurate ticket notes, time entries, resolution steps, and status updates within established Service Level Agreements (SLAs).
  • Contributes directly to the continuous improvement of technical documentation, standard operating procedures (SOPs), and internal knowledge base repositories inside tools like IT Glue or Hudu.
• Continuous Learning & Team Mentorship
  • Demonstrates continuous technical advancement through structured training, technical coaching, and pursuit of industry-recognized certifications.
  • Supports the onboarding, technical development, and skill expansion of junior engineering staff through structured guidance and collaborative troubleshooting.

Qualifications

• Experience: 4+ years of hands-on IT support, systems administration, and complex technical troubleshooting experience; prior experience in an MSP environment supporting multiple concurrent client infrastructures is strongly preferred.
• Technical Mastery: Deep administration and diagnostic skills involving Microsoft 365, Entra ID, Intune, Active Directory, virtualization platforms, firewalls, VPN networks, endpoint security, and business continuity systems.
• PSA / RMM Toolset Proficiency: Demonstrated experience navigating PSA/ticketing software (ConnectWise Manage, HaloPSA, Autotask), RMM systems (NinjaOne, Datto RMM, ConnectWise Automate), and documentation hubs (IT Glue, Hudu).
• Escalation & Mentorship Record: Proven track record of handling escalated technical cases independently and supporting the technical growth of junior engineers.
• Language Skills: Elite written and verbal English communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical stakeholders.
• Infrastructure: A quiet, professional home office setup equipped with reliable high-speed internet, power/internet backup plans, and hardware suitable for daily client-facing video collaboration.

Preferred Qualifications

• Industry-recognized certifications such as CompTIA (Network+, Security+), Microsoft Certified Professional (Azure/M335/Entra), or networking/cloud credentials.
• Hands-on experience operating within an EOS (Entrepreneurial Operating System) or structured process-driven environment.

Benefits

• Incentivized Compensation: Competitive baseline salary ($2,000 – $2,800 USD/month) aligned with technical experience.
• Professional Development: Access to certification reimbursement programs, structured technical coaching, and clear career pathing.
• Balanced Performance Culture: Work within an EOS-structured enterprise that values accountability, process efficiency, and healthy personal boundaries.
• 100% Remote Infrastructure: Reliable full-time hours (M-F, 8-5 PST) executed alongside a collaborative, high-performing US technology team.