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Job Title: MSP Technical Support Specialist
Location: Remote
Time Zone: 8:00 AM – 5:00 PM PST

Role Overview

We are looking for a motivated IT Support Engineer I to join our fast-paced Managed Services Provider (MSP) environment. In this role you will serve as the first point of contact for a high volume of inbound technical support requests, delivering timely, accurate resolutions that keep our clients' businesses running. If you thrive in a ticket-driven, SLA-focused setting and have hands-on MSP experience, we want to hear from you.

What You'll Do

• Triage, prioritize, and resolve a high volume of inbound support tickets via phone, email, and ticketing platform within defined SLA windows.

• Diagnose and troubleshoot hardware, software, networking, and connectivity issues for end users across multiple client accounts.

• Perform remote desktop support, account management (Active Directory / Azure AD), and basic network troubleshooting (DNS, DHCP, VPN).

• Document all interactions, resolutions, and recurring issues thoroughly in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA).

• Escalate complex or unresolved issues to Tier 2/3 engineers with clear, detailed handoff notes.

• Manage user onboarding and offboarding tasks including device provisioning and access control.

• Contribute to the internal knowledge base by capturing common fixes and workarounds.

• Maintain professionalism and clear communication with clients throughout the support lifecycle.

Required Qualifications

• Technical support experience in a Managed Services Provider (MSP) environment is mandatory.

• Demonstrated ability to manage and resolve high volumes of support tickets efficiently.

• Solid working knowledge of Windows 10/11, Microsoft 365, and common business applications.

• Familiarity with PSA tools (ConnectWise, Autotask, or equivalent) and RMM platforms.

• Understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN, and basic firewall concepts.

• Strong written and verbal communication skills with a client-first mindset.

• Availability Monday–Friday, 8:00 AM – 5:00 PM PST.

Nice to Have

• CompTIA A+, Network+, or Microsoft certifications.

• Experience with Azure Active Directory and Microsoft Intune.

• Exposure to backup/recovery tools (Datto, Acronis, Veeam).

• Scripting basics (PowerShell) for routine automation tasks.

Please NOTE It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps — the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.

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