About The Role
We’re hiring a Level 2-3 Engineer who is relentless with escalations, proactive with automation, and obsessed with system hardening. You will own high-level ticket escalations, lead infrastructure projects, and help design scalable solutions that reduce support volume over time.
This is not a “high-level helpdesk” job — this is about infrastructure mastery, automation-first thinking, and mentorship.
Responsibilities
- Own and resolve all L3/escalated support tickets from L1/L2 teams
- Lead technical projects (e.g., Azure migrations, security hardening)
- Manage and monitor critical systems: servers, network, firewalls
- Maintain and document all configurations using IT Glue
- Review CyberStack tools for anomalies
- Mentor L1/L2 engineers with skills training and SOP documentation
- Propose and implement automation using scripting or AI

Success Milestones
- By Day 30: Resolve 90%+ of escalated tickets without assistance; document root causes
- By Day 60:



Fully own 2+ areas of our CyberStack and begin mentoring juniors
- By Day 90: Deliver 1 system automation (e.g., patching, onboarding, alert response)

Must-Have Tools & Stack
- ConnectWise Manage + Automate
- Microsoft 365 & Azure (AD, Conditional Access, Intune, etc.)
- PowerShell (required), Bash or Python (bonus)
- IT Glue for all documentation
- Microsoft Teams + ChatGPT for communication and automation

Qualifications
- Proven experience resolving complex technical escalations
- Strong hands‑on experience with Microsoft 365, Azure AD, and Windows Server
- Comfortable working with security tools and network infrastructure
- Fluent in English and Spanish (written and spoken)
- Strong documentation and mentorship skills
- Ownership mindset — escalations stop with you

📌 -Engineer with MSP Experience (Colombia)
🏢 FUNCSHUN
📍 Colombia