Tier 3 IT Support Technician

This is a fully remote position, open to applicants in Guatemala.

📋 Description

• Deliver expert technical support via phone and email.

• Diagnose and resolve complex hardware, software, telecom, and network challenges.

• Guide Tier 1 technicians with escalated cases and offer technical expertise.

• Investigate, test, and resolve unfamiliar issues prior to escalation.

• Keep clients informed about updates, expectations, and technical instructions.

• Oversee and troubleshoot Exchange Online, Entra ID, MFA, licensing, mailboxes, and Microsoft 365 mail flow.

• Manage and maintain Windows Server and Active Directory environments.

• Provide support for DNS, DHCP, Group Policy, file shares, NTFS permissions, print services, Remote Desktop Services, workstations, server services, storage, and performance.

• Diagnose enterprise routing challenges, including BGP on edge routers.

• Troubleshoot client virtual machine environments hosted in the local data center.

• Support comprehensive fiber network delivery and connectivity tracing.

• Navigate firewalls, switches, VPNs, VLANs, routing, NAT, and wireless deployments.

• Establish network standards and designs, advancing towards architecture and solution design.

• Monitor alerts and support queues through HubSpot.

• Document ticket actions for billing, reporting, and service quality assurance.

• Engage in IT projects and assist senior engineers with deployments.

• Collaborate with vendors and third-party service providers.

• Identify opportunities for process and technical enhancements.

• Participate in after-hours on-call rotation and address urgent client issues within service level agreements.

⛳️ Requirements

• Minimum of 3 years of progressively responsible IT support experience, including substantial independent Tier 2 or Tier 3 support.

• At least 1 year of experience in a Managed Service Provider environment or supporting multiple independent client organizations concurrently.

• Strong expertise in Microsoft 365 administration, advanced configuration, and troubleshooting.

• Experience in Exchange Online administration and troubleshooting.

• Proficient in Entra ID user, group, authentication, and sign-in troubleshooting.

• Knowledge in MFA, licensing, mailbox management, message tracing, and basic mail-flow administration.

• Familiarity with Microsoft 365 DNS records such as MX, SPF, DKIM, DMARC, Autodiscover, and domain verification.

• Understanding of cloud-only and hybrid identities, alongside safe administrative practices.

• Experience with Windows Server and Active Directory.

• Administrative-level understanding of Windows 10 and 11.

• Strong networking knowledge, including TCP/IP, routing, switching, and firewall principles.

• Excellent problem-solving, interpersonal, customer service, and documentation abilities.

• Capability to manage multiple priorities and work independently.

• Willingness to be on call and work during after-hours if necessary.

• Must possess a webcam, microphone, and computer; relevant software and subscriptions will be provided.

• Exceptional English verbal and written communication skills, C1-C2 CEFR.

• A quiet home workspace and reliable internet connection of at least 100 Mbps.

• Preferred: Experience with Arista, Meraki, or MikroTik firewalls.

• Preferred: Knowledge of DNS services.

• Preferred: A+, Network+, Security+, or Microsoft certifications.

• Preferred: Understanding of Layer 2/3 networking, BGP, OSPF, EIGRP, MPLS, VXLAN, and data center fabrics.

• Preferred: Experience in telecom or fiber client support.

🏝️ Benefits

• Work remotely from home.

• Access to company-provided relevant software and subscriptions.

• Opportunity to participate in a shared after-hours on-call rotation once qualified.

• Exposure to a wide range of enterprise technologies with the potential to advance into more complex technical responsibilities.

• Collaborate with a small, stable, and close-knit team.

• English proficiency assessment and skills evaluation aimed at determining fit and necessary skills.