UniFi Tier 2 Support Specialist

UniFi Tier 2 Support Specialist

Location: Remote – Latin America or Philippines

Employment Type: Full-Time

Schedule: Eastern Time (ET)

Compensation: $10–$12/hour

About the Role

We are seeking an experienced UniFi Tier 2 Support Specialist to provide technical support across multiple client environments.

This is a hands-on, customer-facing technical position for someone with strong Ubiquiti UniFi networking, Microsoft 365, Windows support, and MSP or multi-client IT experience.

The ideal candidate is not solely a network specialist. We are looking for a well-rounded Tier 2 support professional who can independently troubleshoot technical issues, take ownership through resolution, and communicate technical information clearly to both technical and non-technical customers.

Key Responsibilities

• Provide Tier 2 technical support across multiple client environments
• Troubleshoot and resolve escalated networking and UniFi-related issues
• Configure, manage, and troubleshoot UniFi networks, consoles, and firewalls
• Troubleshoot routing, VLANs, DHCP, DNS, NAT, VPNs, firewall rules, Wi-Fi, and related networking issues
• Provide Microsoft 365 and Windows technical support to end users
• Own technical issues from initial escalation through resolution
• Document troubleshooting steps, findings, and resolutions clearly
• Provide customers with clear and timely technical updates
• Escalate issues when necessary with complete troubleshooting context
• Manage competing technical priorities across different client environments

Required Qualifications

• 3+ years of experience working in an external MSP or equivalent multi-client IT environment
• 2+ years of hands-on Microsoft 365 administration/support experience
• 2+ years of hands-on Ubiquiti UniFi networking experience
• Experience setting up and managing at least 10 UniFi installations
• Strong networking fundamentals, including routing, VLANs, DHCP, DNS, NAT, VPNs, firewall rules, and Wi-Fi troubleshooting
• Experience providing Windows technical support to end users
• Ability to independently diagnose and troubleshoot technical issues
• Excellent written and spoken English
• Strong customer-facing communication skills, including the ability to explain technical issues to non-technical customers
• Ability to work effectively across multiple client environments and manage competing technical issues
• Reliable internet connection
• Ability to consistently work the required Eastern Time schedule

Preferred Qualifications

• Experience supporting 30+ client organizations concurrently
• Additional UniFi experience or relevant certifications
• Experience with Halo or other MSP ticketing platforms
• PowerShell or basic automation experience
• Experience with additional security, endpoint, or cloud administration tools

Candidate Introduction

Shortlisted applicants may be asked to submit a brief Loom introduction covering:

• MSP or multi-client IT experience
• Microsoft 365 support experience
• UniFi networking experience
• Approximate number of UniFi installations set up or managed
• Experience supporting multiple client environments
• An example of a technical issue independently troubleshot and resolved
• Candidates who meet the requirements will be reviewed based on their resume and introduction. Selected applicants will proceed to a client interview, with a possible follow-up technical interview involving troubleshooting questions, screen sharing, or discussion of real-world technical scenarios.