Nearshore Remote - Network Technician & System Administrator (T2) for MSP

Our nearshore team isn’t a call center or an overflow queue. You’ll be a full member of our technical staff, working the same clients, the same tickets, and the same escalation path as our US based engineers. HOW WE WORK We own the outcome, not the ticket. Anyone can close a ticket. We stay with a problem until the client’s business is actually working again. As we tell our clients: backup without monitoring is just hope - we don’t hope, we verify. Documentation is the job, not the paperwork after the job. If it isn’t written down, it didn’t happen, end of story. We invest in people who invest in themselves. We set annual education and certification benchmarks, and we back them with time and funding. Techs who grow here move up here, diligence and loyalty are rewarded. One team, multiple countries. Our engineers nearshore and US are peers. Same standards, same expectations, same respect. Clients know our names. We’re not a portal and a queue. Our clients call people they know, and we answer. What you’ll do

• Provide remote help-desk and escalation support for end users
• Serve customers handling tickets up through your Tier 2 skill set
• Install, configure, and troubleshoot desktop, server, and network hardware
• Build, monitor, and maintain full client environments - on-premise, cloud, and hybrid
• Configure and maintain secure connectivity across multiple sites, hosting environments, and remote staff
• Monitor and service backups, security systems, and other critical services
• Work on design projects covering environments, connectivity, and cybersecurity
• Write scripts to automate repetitive work and reduce error
• Create training materials and lead training sessions for staff on new procedures and technologies
• Provide end-user training on equipment and applications
• Complete assigned research and project work
• Communicate clearly with clients and teammates by phone and email
• Follow up after job completion to confirm the client is genuinely satisfied
• Document every call, email, and service request in our ticketing system
• Take your turn on the after-hours emergency phone rotation as needed
• Support the team during disaster scenarios or planned projects that fall outside normal hours
• Back up lower-tier staff as needed - everyone here does work below their pay grade sometimes

• Professional English fluency, written and spoken. You’ll be on the phone with US clients daily.

• Strong networking fundamentals: subnetting, routing, NAT, network design
• Windows Server (2012-2025+), Active Directory, Group Policy
• Microsoft 365 and Azure/Entra administration
• Firewalls, routers, managed switches, VLANs
• Windows desktop OS (10/11) and common business applications
• Command line and PowerShell scripting
• Virtualization: VMware and Hyper-V
• Solid grasp of modern security concepts across IT disciplines
• Reliable high-speed internet and a suitable remote work environment

Strongly preferred

• Experience with MSP tooling - PSA/ticketing, RMM, and multi-tenant platforms (Connectwise and Automate)
• AWS administration
• macOS support experience
• Multi-WAN, wireless, and failover troubleshooting
• IP telephony
• Backup and disaster recovery platforms
• Power BI

What matters as much as the technical list

• Attention to detail that borders on stubborn
• Organized, logical, and calm under a deadline
• Able to explain complex things to people who aren’t technical, without condescension
• Reliable. Consistent attendance and follow-through are non-negotiable here.
• Wants to grow, and will say so, * Four-year degree or equivalent technical training and demonstrated experience
• Minimum 3-5 years working in similar roles, ideally at an MSP
• Technical Certifications (CompTia, MS, Cisco, ITIL, similar) are strongly preferred
• Ongoing continuing education is expected, with annual education and certification benchmarks we help you meet

• Salary package, Vacation, etc, as discussed with agency.