Support Engineer

OverviewJoin to apply for the Support Engineer role at Sagan Recruitment.Direct message the job poster from Sagan Recruitment.Location and CompensationLocation : Remote LATAM preferred (open to CEE and South Africa)Salary Range : $2,000 – $3,000 / month (LATAM); open to higher for certified candidates in CEEWork Schedule : Monday to Friday, 9 : 00 AM – 5 : 30 PM PSTEmployment type : Independent ContractorCompany OverviewSagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent.

We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies.

Sagan provides a high-performance remote work environment, ensuring access to world-class opportunities for top-tier professionals.Position OverviewWe\'re looking for a Tier II IT Support Engineer with strong MSP experience to join a high-performing technical team.

You'll be responsible for resolving escalated tickets, providing hands-on client support, and contributing to technical documentation and SOPs.

This is a client-facing, remote role that requires both independence and team collaboration.Key ResponsibilitiesRespond to and resolve Tier II support tickets across multiple client environments.Work directly with clients via email, phone, and remote sessions to diagnose and resolve issues.Perform system administration across Windows Server, Microsoft 365, Active Directory, and related platforms.Assist with firewall and network troubleshooting (e.g., Fortinet, SonicWall, Ubiquiti).

Maintain and update documentation and standard operating procedures (SOPs).

Escalate complex issues appropriately and follow up on resolution status.Provide input on improving processes and client-facing support delivery.Collaborate with Tier I team members and provide guidance when needed.Qualifications5+ years of hands-on IT support experience in a Managed Service Provider (MSP) environment.Proficient with Windows OS, Active Directory, Microsoft 365, and Windows Server.Familiarity with firewalls, VPNs, and networking protocols.Strong written and verbal communication skills in English.Experience using PSA and RMM tools (e.g., ConnectWise, Datto, Atera, NinjaOne, etc.).

Comfortable working independently in a remote setting and managing multiple client environments.Strong documentation habits and process orientation.Nice-to-HavesExperience with cloud migrations (e.g., M365, Azure).

Exposure to virtualization tools (VMWare, Hyper-V).

Familiarity with automation / scripting (e.g., PowerShell).

Comfort mentoring or training junior techs.Bilingual (Spanish and English).

Industry certifications (e.g., CompTIA, Microsoft, Cisco, Azure, Fortinet, etc.).

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