Allied Global

Tier 3 IT Helpdesk or MSP Support Agent
📍
San Pedro Sula, Cortés, Honduras | On-site
We are looking for an experienced
Tier 3 IT Helpdesk or MSP Support Agent
to join our Technical Operations team. This role serves as the highest level of technical escalation within a client environment and is responsible for resolving complex, high-impact issues while providing advanced monitoring oversight, leading incident response efforts, and driving infrastructure improvements across client environments.
Key Responsibilities:
<ul>
<li>Resolve complex incidents involving LAN/WAN, SD-WAN, VPN, wireless networks, firewalls, and infrastructure services.</li>
<li>Perform advanced troubleshooting, root cause analysis (RCA), and incident management.</li>
<li>Act as the escalation point for Tier 1 and Tier 2 support teams.</li>
<li>Monitor and optimize network performance using tools such as SolarWinds, PRTG, Nagios, Zabbix, and other monitoring platforms.</li>
<li>Configure and troubleshoot routers, switches, firewalls, wireless controllers, VLANs, and network security policies.</li>
<li>Support Microsoft 365, Hybrid Active Directory, Azure/Entra ID, and automation initiatives using PowerShell/RMM tools.</li>
<li>Collaborate with field technicians, vendors, engineering teams, and stakeholders during critical incidents.</li>
</ul>
Required Experience &amp; Skills:
<ul>
<li>2+ years of experience in NOC, MSP, or advanced network operations.</li>
<li>I
ntermediate to Advanced English.</li>
<li>Strong knowledge of TCP/IP, routing protocols (BGP, OSPF, EIGRP), VLANs, QoS, VPNs, and network troubleshooting.</li>
<li>Experience with Cisco, Meraki, Aruba, Ruckus, Fortinet, or similar technologies.</li>
<li>Experience with Wireshark, tcpdump, and packet analysis.</li>
<li>Strong communication skills and ability to manage multiple priorities in a 24/7 support environment.</li>
</ul>
Preferred Certifications:
<ul>
<li>CCNA / CCNP</li>
<li>Aruba, Ruckus, or Meraki certifications</li>
<li>CompTIA Network+ / CWNA / Fortinet certifications</li>
<li>If you are passionate about solving complex technical challenges and working in a fast-paced IT environment, we would like to hear from you.</li>
</ul>
📩 Apply now or send us your information to learn more about this opportunity.

Tier 3 IT Helpdesk or MSP Support Agent

Tier 3 IT Helpdesk or MSP Support Agent

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