L2/L3 IT Support Specialist

Agent Inc.

Job Overview

Location

Colombia

Job Type

Full-time

Full Job Description

📋 Description

• The L2/L3 IT Support Specialist role is a critical, high-impact position at Agent Inc., serving as the primary technical engine behind internal operations for a specialized Managed Service Provider (MSP) serving professional industries like legal, dental, and financial firms. This role ensures seamless IT service delivery by combining deep technical expertise with meticulous process discipline, directly contributing to the company’s ‘Peace of Mind’ service promise.
• Day-to-day responsibilities include executing routine system maintenance, software updates, and backend server patching across Windows and Azure environments; proactively monitoring and troubleshooting L2/L3 alerts from N-able N-sight RMM tools to minimize escalations; managing network change orders involving on-premise and virtualized infrastructures; automating workflows within Halo PSA to streamline operational cycles; maintaining 100% accurate asset inventories and coordinating software license renewals and billing; conducting technical research on emerging tools, hardware, and security protocols to support client proposals; developing, updating, and auditing Standard Operating Procedures (SOPs) in ITGlue with precise documentation, screenshots, and flawless spelling and grammar; and auditing client communications and system logs to ensure data integrity and process compliance.
• The team operates as a tight-knit, high-trust MSP focused on delivering exceptional, personalized IT support to niche professional clients. The company values precision, reliability, and proactive problem-solving, fostering an environment where technical excellence and administrative rigor are equally prioritized. As a remote role based in Colombia (with strong preference for LATAM candidates), you’ll collaborate closely with the owner and internal team during PST hours (9:00 AM–5:00 PM, Monday–Friday), with one weekend hour per month, ensuring alignment with U.S.-based client needs while enjoying the flexibility of remote work.
• In this role, you will deepen your expertise in enterprise-grade Windows server administration, RMM/PSA platform integration (N-able and Halo PSA), and IT documentation best practices using ITGlue. You’ll gain hands-on experience in process automation, asset lifecycle management, and client-facing technical proposal support—skills that are highly transferable to senior IT operations, IT management, or MSP leadership roles. The emphasis on documentation quality and process adherence will also refine your attention to detail and professional communication, positioning you as a trusted technical advisor in any IT service environment.

🎯 Requirements

• 4+ years of experience in an MSP environment or Tier 2/Tier 3 technical support role
• Strong diagnostic capability in Windows environments, server maintenance, and remote management (including Azure/Windows Server)
• Near-native written English skills with exceptional spelling and grammar precision
• Demonstrated experience following complex, documented procedures without skipping steps
• Proficiency with RMM tools (N-able preferred) and PSA systems (Halo PSA experience is a major plus)

🏖️ Benefits

• Fully remote position with strong preference for Colombia-based candidates, offering flexibility and work-life balance
• Competitive compensation range of $1,400–$1,800 USD per month, based on experience and qualifications
• Opportunity to work with a specialized MSP serving high-value professional industries (legal, dental, financial), gaining niche industry exposure
• Access to professional-grade tools including N-able N-sight RMM, Halo PSA, and ITGlue for skill development and certification pathways
• Clear path to ownership of critical internal operations and process improvement initiatives, with direct impact on company efficiency and client satisfaction

Skills & Technologies

Azure

Remote

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Agent Inc.

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About Agent Inc.

Agent is a technology company that operates a global talent marketplace connecting employers with pre-vetted professionals in fields such as software engineering, design, marketing and finance. The platform uses AI-driven matching and rigorous screening to streamline remote hiring, handling contracts, payments and compliance across 150+ countries. Businesses scale teams quickly without traditional recruitment overhead, while professionals access curated remote opportunities. Founded in 2016, Agent maintains headquarters in San Francisco and a distributed workforce, serving startups through Fortune 500 clients seeking on-demand expertise.

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