- Salary
- $2k – $2k
- Workplace
- Remote
- Type
- Full-time
- Department
- IT
- Education
- Master
- 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 independent contracting opportunity.
Job Title: Remote L2/L3 Tech Support (100% Work From Home)
Location: Remote from Latin America
Position Type: Full-time
Salary: $1,500 – $2,000 USD monthly salary (Paid directly in USD, depending on experience)
Schedule: 8 hours/day, Monday through Friday, aligned with U.S. Eastern Time
Job Overview
Our Client is a U.S.-based Managed IT Services and Cybersecurity provider (MSP) dedicated to delivering reliable infrastructure support, cloud management, and endpoint security to business clients across North America. Built on structured ticket resolution, proactive system monitoring, and high-touch technical communication, they eliminate operational downtime for their clients. Driven by sustained growth across their managed account base, they rely on versatile, analytical IT support engineers to troubleshoot infrastructure issues and deliver seamless remote support.
The Role
Key Responsibilities
End-User Support & Microsoft 365 Administration
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Independently diagnoses and resolves technical support tickets spanning Windows 10/11 operating systems, Microsoft 365 tenant administration, and endpoint peripherals.
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Administers user accounts, security groups, access permissions, and Multi-Factor Authentication (MFA) protocols across Active Directory, Microsoft Entra ID (Azure AD), and Intune environments.
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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
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Troubleshoots core networking protocols, including TCP/IP fundamentals, DNS resolution, DHCP scopes, local Wi-Fi, and LAN infrastructure.
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Resolves complex VPN connectivity, firewall access rules, and remote access issues across client environments.
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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
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Utilizes modern Professional Services Automation (PSA) ticketing software and Remote Monitoring & Management (RMM) tools to track, prioritize, and resolve issues.
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Identifies root causes behind recurring technical failures, escalating specialized server, cloud, or security issues when appropriate.
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Ensures accurate ticket categorization, time tracking, and detailed customer-facing summary documentation across all support touchpoints.
Qualifications, Skills, and Key Competencies
Required Qualifications
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Technical Support Track Record: 5+ years of hands-on experience in IT technical support, helpdesk operations, or systems administration.
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Microsoft Cloud & Directory Services: Hands-on experience administering Microsoft 365, Active Directory, Microsoft Entra ID (Azure AD), Microsoft Intune, and MFA configurations.
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Networking & Endpoint Fundamentals: Strong grasp of TCP/IP, DNS, DHCP, Wi-Fi, LAN switches, VPNs, Windows 10/11, and remote desktop tools.
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Fluent Spoken & Written English: Advanced English fluency with demonstrated confidence conducting direct phone support for U.S. business users.
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Ticketing & Analytical Discipline: Methodical troubleshooting methodology with a history of documenting work clearly in helpdesk software.
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U.S. Time Zone Alignment: Full-time availability aligned with U.S. Eastern Time business hours.
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Hardware & Workstation Setup Requirements: 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
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MSP Experience: Previous employment at a Managed Service Provider (MSP) supporting U.S.-based SMB or enterprise clients.
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RMM & PSA Platforms: Experience utilizing Datto RMM, Autotask PSA, or equivalent remote management and ticketing tools.
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Network & Security Stack: Familiarity with FortiGate firewalls, SentinelOne (or similar EDR solutions), Windows Server administration, Group Policy (GPO), VLANs, and backup/disaster recovery systems.
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Competitive USD Compensation: $1,500 – $2,000 USD monthly salary paid directly in USD.
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High-Impact MSP Exposure: Direct exposure to enterprise Microsoft 365, cybersecurity, and networking stacks.
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Long-Term Career Evolution: Clear path to expand technical responsibilities and advance into senior escalation engineering roles.
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100% Remote Infrastructure: Dedicated full-time engagement executed remotely from Latin America.
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. 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.
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.
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.