UniFi Tier 2 Support Specialist

13 hours ago

Manila, National Capital Region, Philippines Globaltize Full time ₱32,000 - ₱40,000 per year

UNIFI TIER 2 SUPPORT SPECIALIST

Location: Philippines or Latin America (due to great experience from the past)

Hours Schedule: Full-time 40 hours (exact schedule To Confirm; includes after-hours/on-call coverage To Confirm)

Time Zone: U.S. hours overlap required (specific window To Confirm)

Compensation: $10/hour

About Company and RoleThe client company is a fast-growing MSP providing external help desk and network services to multiple client environments. We are hiring a technical support helpdesk & UniFi-focused Tier 2 Support Specialist to own complex troubleshooting, proactive network maintenance, and client-facing resolution. This role requires strong English, proven external help desk experience, and deep comfort with Ubiquiti UniFi networking and Microsoft 365 administration.

Key Responsibilities

  • Serve as Tier 2 escalation for multi-tenant environments: diagnose and resolve incidents across ISP gateway switch AP layers, Windows 11 endpoints, printers and SaaS.
  • Deploy/maintain UniFi stacks (UDM, UNVR, UDR, Managed Switches, Access Points) including WAN/LAN, VLANs, DHCP/DNS, Double NAT, firewall rules, VPN (site-to-site & remote user), guest networks, traffic shaping, and controller/site migrations.
  • Administer Microsoft 365 (tenant configuration, user/group/security, Exchange/SharePoint/OneDrive/Teams basics), identity and access changes, and common compliance settings with a focus on access security to prevent unauthorized account access.
  • Support Windows 11 Pro endpoints: remote setup, azure, intune, policy/application issues, updates, and performance/network troubleshooting.
  • Printer: Setup, Troubleshooting, Scan to Email, Set to Static IP
  • Optional/As needed: Google Workspace user/admin tasks.
  • Implement and maintain security best practices (MFA, least privilege, patch cadence, logging); propose improvements.
  • Create/modify PowerShell scripts or leverage AI tools (e.g., ChatGPT) to generate/test scripts for routine admin and diagnostics (with change control).
  • Proactively monitor environments, remediate alerts, schedule maintenance windows, and document changes.
  • Communicate clearly with clients: capture requirements, set expectations/ETAs, and deliver post-incident notes in tickets.
  • Contribute to SOPs and an internal knowledge base; mentor Tier 1 as appropriate.

Must-Have Qualifications

  • 3+ years in an external MSP/help desk environment (supporting multiple client infrastructures).
  • 2+ years hands-on Ubiquiti UniFi networking (VLANs, routing, firewall/VPN, Wi‑Fi design/tuning).
  • 2+ years Microsoft 365 administration (user/security, Exchange/SharePoint/Teams basics).
  • Strong networking fundamentals (L2/L3, DHCP/DNS, NAT, VPN, RF basics) and Windows 11 support.
  • Understanding how to most effectively use ChatGPT, Claude and other AI tools.
  • Excellent spoken/written English and client-facing communication.
  • Comfortable with ticketing systems, remote tools, and disciplined documentation.
  • Reliable home office setup (stable internet/power backup).

Nice-to-Have Qualifications

  • Ubiquiti or vendor certs (UEWA – Ubiquiti Enterprise Wireless Admin).
  • Ubiquiti Routing & Switching Specialist – Covers UniFi and EdgeSwitch switching/routing basics.
  • Video Security (UniFi Protect) – Ubiquiti sometimes offers training modules for Protect (cameras, NVRs).
  • UniFi Access Control
  • Wi‑Fi survey tools and RF optimization experience.
  • Light scripting/automation with PowerShell
  • Security experience (EDR, hardening checklists, password managers).

  • Experience with:

  • Zendesk

  • Dialpad
  • Jamf Now
  • Apple Business Manager
  • Apple Mac OS Sequoia 15

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