Remote L2 Service Engineer

HireLATAM

2 days ago

Salary: $2k – $3k
Workplace: Remote
Type: Full-time
Department: Engineering
Source: RecruiterFlow

Description

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

Job Title: Remote L2 Service Engineer (100% Work From Home)

Location: Remote from Latin America

Position Type: Full Time

Salary: $2,000 – $2,800 USD/month (commensurate with experience)

Schedule: Monday – Friday, 8:00 AM – 5:00 PM US Pacific Time (PST)

Position Overview

Our Client is a performance-driven Managed Service Provider (MSP) based in Los Angeles, delivering comprehensive IT support, cloud infrastructure, cybersecurity, and technology consulting to small and mid-sized businesses. Operating under the Entrepreneurial Operating System (EOS), they thrive on clear expectations, measurable goals, documented processes, and accountability. Built around core values of Caring, a Can-Do Attitude, Forward Thinking, and Team Player dynamics, they foster a culture where technical excellence, professional growth, and healthy work-life balance seamlessly coexist.

The Role

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. Rather than a basic tier-1 ticket processor, 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, Skills, and Key Competencies

Required 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.

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.

Mandatory Knockout Questions
Each application includes knockout questions designed to verify 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. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.

Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.

Check Your SPAM Folder
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.

We appreciate your interest and look forward to reviewing your application!

Skills

AzureCybersecurityCompTIA