L2/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 Proced...