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.

Work arrangement
Yes