UniFi Tier 2 Support Specialist

Work Setup: Remote (Latin America or Philippines)

Salary: $10–$12/hour

Time Zone: Eastern Time (ET)

We are looking for an experienced Uni Fi Tier 2 Support Specialist with recent, hands‑on experience supporting multiple clients in an external Managed Service Provider (MSP) environment or an equivalent multi-client IT environment.

This role will provide Tier 2 technical support across multiple client organizations, with a strong focus on Ubiquiti Uni Fi networking environments.

The ideal candidate is comfortable troubleshooting escalated network issues, switching between different client environments throughout the day, independently owning tickets through resolution, and clearly documenting technical findings and next steps.

Recent, daily hands‑on Uni Fi experience is required, including experience setting up and managing at least 10 Uni Fi installations.

Candidates from Latin America and the Philippines are welcome to apply, provided they meet the technical, communication, and scheduling requirements.

• Provide Tier 2 network support across multiple client organizations within an external MSP or equivalent multi-client IT environment.
• Troubleshoot escalated networking and Uni Fi-related issues that cannot be resolved at Tier 1.
• Support and maintain Ubiquiti Uni Fi environments, including Uni Fi Dream Machine Pro, Uni Fi Dream Machine SE, and other comparable or more complex Uni Fi equipment.
• Perform hosted‑to‑console and console‑to‑console Uni Fi migrations.
• Diagnose issues involving:
• Routing
• VLANs
• DHCP
• DNS
• NAT
• Firewall rules
• Wi‑Fi connectivity and performance
• Independently investigate and own technical issues from escalation through resolution.
• Determine when an issue requires further escalation and provide complete documentation and troubleshooting context.
• Communicate clearly with clients regarding technical findings, updates, timelines, and resolutions.
• Create and maintain technical documentation and SOPs.
• Use downtime proactively for documentation, technical learning, internal process improvement, and SOP creation.
• Use ChatGPT or other AI platforms to assist with technical documentation and workflow development where appropriate.

1. External MSP Experience or Equivalent Multi‑Client IT Experience

Candidates must have recent experience working for an external Managed Service Provider (MSP) or an equivalent IT environment involving multiple client organizations.

Candidates must have:

• Supported multiple client organizations concurrently.
• Regularly switched between different client environments, users, network designs, and priorities.
• Managed technical issues across several different businesses throughout the same workday.
• Demonstrated the ability to adapt to different technical environments rather than repeatedly supporting one standardized internal environment.

Candidates whose most recent experience is limited to supporting a single internal IT environment will not be considered.

Preferred: Experience supporting 30+ client organizations concurrently.

Candidates must have daily, hands‑on Uni Fi experience in their current or immediately previous role.

Required experience includes:

• Setting up and managing at least 10 Uni Fi installations.
• Working with Uni Fi consoles, networks, and firewalls in production environments.
• Performing hosted‑to‑console and console‑to‑console migrations.
• Troubleshooting production Uni Fi environments independently.
• Demonstrating practical experience with Uni Fi OS 4.4.6 or later and Uni Fi Network 10.0.160 or later.

Experience with Uni Fi Dream Machine Pro and Uni Fi Dream Machine SE is relevant, but candidates may also qualify through substantial experience with comparable or more complex Uni Fi…