Systems Administrator (Tier 2/3) – Managed Services

Location: Colombia – Remote (Medellín / Bogotá preferred)
Format: 100% Remote
Contract type: Permanent / Full-time
Schedule: US work schedule – availability to work Mountain/Eastern hours
English: B2–C1 required

About the role

We are looking for a Systems Administrator (Tier 2/3) to join the managed services team of a US company specializing in Managed Services and Managed Security Services (MSP/MSSP) .

The company provides support to small and medium-sized businesses in the United States and Canada in sectors such as financial services, aerospace, accounting, health, and legal services.

In this role you will be above the Help Desk level, taking responsibility for escalated incidents, customer infrastructure, and technology projects in different environments.

We are looking for someone who can work independently, solve technical problems from start to finish, and communicate directly with clients. You will be exposed to multiple technologies and environments, rather than working exclusively on a single infrastructure.

You will work closely with the technical leadership, the Help Desk team, and the account teams.

Responsibilities

Manage Microsoft 365 environments, including Exchange Online, Entra ID, Teams, SharePoint, and Intune.
Manage users, licensing, email flow, MFA, Conditional Access, and Microsoft 365 security settings.
Attend to and resolve Tier 2/3 escalated tickets , assuming technical responsibility until their resolution.
Manage endpoints and patch management processes using RMM platforms.
Monitor the status of devices, automate maintenance tasks, and perform remediation actions.
Manage endpoint security solutions (EDR/AV) and collaborate with MDR providers on security alerts and incidents.
Manage identities, SSO, authentication, and directory services .
Configure, monitor, and validate backup and recovery solutions, including Microsoft 365 data protection.
Provide remote support and manage remote access tools.
Manage hardware and software acquisition processes using platforms like Pax8 .
Manage Windows Server environments and hybrid Active Directory environments / Enter ID .
Provide support for network infrastructure, including firewalls, switches, VLANs, VPNs, DNS, DHCP, and Wi-Fi.
Participate in and lead technology projects such as Microsoft 365 migrations, server migrations, new customer onboarding, and security implementations .
Create and maintain technical documentation, procedures, and runbooks .
Identify recurring problems and work on permanent solutions to improve the stability of customer environments.

Requirements

2 to 5 years of experience in IT support, systems administration, or similar roles.
Experience working in an MSP, MSSP or multi-client environment is highly valued.
Hands-on experience managing Microsoft 365 .
Solid experience with Windows Server and Active Directory / Login ID .
Knowledge of network fundamentals:
- TCP/IP
- DNS
- DHCP
- VPN
- Firewalls
- VLANs
Experience using PowerShell for automation, management, and execution of bulk tasks.
Experience working with ticketing systems, PSA or ITSM .
Professional English B2–C1 level , both written and spoken. The candidate will have frequent communication with clients from the United States and Canada, so this requirement is essential.
Availability to work during US business hours , with overlap in Mountain/Eastern time zones.
Availability to follow the United States work calendar , including Colombian holidays when they correspond to US workdays.
Having a stable internet connection and a suitable space to work remotely.
Strong sense of ownership , task tracking, proactive communication, and calm handling of critical situations.

Desirable

Certifications such as MS-900, MD-102, AZ-104, Network+, Security+ or equivalent experience.
Experience with tools commonly used in MSP environments, in one of the following categories:
- RMM: NinjaOne, Datto, ConnectWise or similar.
- Endpoint Security / EDR: Bitdefender, SentinelOne, CrowdStrike or similar.
- Identity / SSO: JumpCloud, Okta or similar.
- Remote support tools.
- Backup solutions for Microsoft 365.
Advanced experience with Intune and endpoint management .
Knowledge or experience in cybersecurity, operational security, compliance, or incident response .
Experience working with clients in regulated sectors such as financial services, healthcare, legal, accounting, or aerospace .

What we offer

I work 100% remotely from Colombia.
Permanent contract through an Employer of Record (EOR) , with all corresponding legal benefits.
Competitive salary commensurate with experience and English level .
Direct exposure to a modern MSP/MSSP technology stack.
Opportunity to work with clients from the United States and Canada .
Extensive learning and professional growth opportunities in infrastructure, cloud, networking and cybersecurity.
Small, collaborative team with high visibility of the work done.
High level of autonomy and technical responsibility .

Ideal profile

We are looking for an IT professional who has evolved beyond basic Help Desk support and is prepared to take responsibility for complex technical issues and client infrastructure .

A practical, problem-solving person who enjoys learning new technologies, documenting their work, and finding definitive solutions rather than just applying temporary fixes.

You must be comfortable working independently, communicating with clients in English, and managing multiple technology environments simultaneously.

If you are interested in working in a dynamic, multi-client MSP environment with exposure to Microsoft, infrastructure, networking, and cybersecurity, this position could be an excellent opportunity.

How to apply?

Send your CV in English along with a brief description, also in English, of an IT problem you solved from start to finish, explaining the approach you used and what you learned during the process.

System Administrator

Andres GPT