AgentL2/L3 IT Support Specialist
Role: L2/L3 IT Support Specialist
Location: Remote (Colombia strongly preferred; LATAM-based)
Timezone: Monday – Friday, 9:00 AM – 5:00 PM PST (plus one hour one weekend per month)
Compensation: $1,400–$1,800 USD (depending on experience)
About the Company
Our client is a specialized Managed Service Provider (MSP) based outside of Los Angeles, dedicated to providing high-touch, "Peace of Mind" IT solutions to professional industries, including legal, dental, and financial firms.
About the Role
This is a high-impact, "Right Hand" role designed for a seasoned technical professional who enjoys both high-level system maintenance and the organizational discipline of backend administration. You will be the primary engine behind the company’s internal operations, managing ticket requests, automating workflows across the PSA/RMM tools, and ensuring every process is documented with 100% accuracy.
Key Responsibilities
Technical Maintenance & L2 Support
System Management: Execute routine maintenance, software updates, and backend server patching across different environments.
Proactive Diagnostics: Monitor RMM alerts (N-able N-sight) and troubleshoot L2/L3 issues independently to minimize escalations to the owner.
Network & Infrastructure: Handle "Change Orders" involving network configurations and on-premise/virtualized server environments (Azure/Windows Server).
Administrative Operations & Automation
Workflow Automation: Assist the owner in integrating and automating workflows within the Halo PSA system to create a seamless operational cycle.
Asset & License Management: Maintain 100% accurate asset inventories and coordinate software license renewals and billing tasks.
Technical Research: Conduct research on new tools, hardware, or security protocols and help prepare client proposals.
Process Documentation & Quality Control
SOP Development: Utilize tools like ITGlue to follow, update, and create step-by-step Standard Operating Procedures (SOPs) with screenshots.
Data Integrity: Audit client communications and system logs to ensure every "i" is dotted and "t" is crossed, maintaining the highest standards of spelling and grammar.
Must-Have Qualifications
4+ years of experience in an MSP environment or a Tier 2/Tier 3 technical support role.
Technical Expertise: Strong diagnostic capability in Windows environments, server maintenance, and remote management.
Expert English & Spelling: You must have near-native written English skills. Precision in spelling and grammar is a core requirement for this role.
Process-Obsessed: Demonstrated experience following complex, documented procedures without skipping steps.
Tool Proficiency: Experience with RMM tools (N-able preferred) and PSA systems (Halo PSA experience is a major plus).
Nice-to-have Qualifications
Experience with ITGlue or similar documentation platforms.
Background in automating tasks via scripting (PowerShell) within an RMM.
Previous experience supporting US-based clients in professional services (Law, CPA, Medical).