Senior Remote IT Support Engineer – Escalation Lead

Support Adventure; Mexico; On-site; PHP 2,449,000 - 3,498,000; Full time

Benefits offered by this job

Remote work worldwide

Competitive USD salary

International team

Job summary

Support Adventure, a remote IT support staffing company, is seeking seasoned Level 3 and Senior IT Support Engineers for 100% remote work with international MSP clients. You will act as the final escalation point for complex issues, lead infrastructure projects, and provide architectural guidance.

Join a global team of ~200 technicians, mentoring Level 1 and 2 staff, while working with Windows Server, Azure/AWS, Fortinet/SonicWall/Sophos, and VMware/Hyper-V in a remote capacity.

Qualifications

• Extensive hands-on IT experience with escalation management for complex issues.
• Strong English proficiency in business contexts with client-facing communication.
• Experience leading technical projects from discovery to implementation.
• Ability to translate roadmaps into business value for stakeholders.
• Mentor and coach junior technicians to share knowledge.

Responsibilities

• Act as final escalation point for complex L1/L2 issues.
• Lead migrations from on-prem to Azure/AWS or private clouds; manage high-availability clusters (VMware/Hyper-V).
• Design and implement IT infrastructure, including Windows Server environments and DNS/DHCP topology.
• Provide architectural guidance and lead technical projects end-to-end.
• Create and maintain documentation and SOPs for the team.

Skills

Escalation Mgmt

Cloud Architecture

Azure/AWS

Windows Server 2016-2022

PowerShell

RMM Scripting

Documentation & SOPs

Business English

Mentoring Junior Techs

Project Leadership

Tools

Fortinet

SonicWall

Sophos

Cisco Meraki

Azure Networking

SD-WAN

VMware

Hyper-V

Intune

Azure AD

Job description

Support Adventure, a remote IT support staffing company, is seeking seasoned Level 3 and Senior IT Support Engineers for 100% remote work with international MSP clients. You will act as the final escalation point for complex issues, lead infrastructure projects, and provide architectural guidance.

Join a global team of ~200 technicians, mentoring Level 1 and 2 staff, while working with Windows Server, Azure/AWS, Fortinet/SonicWall/Sophos, and VMware/Hyper-V in a remote capacity.