MSP Technical Support Specialist

Responsibilities

• 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.

Requirements

• 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.
• We connect top talent with vetted employers, competitive pay, and real growth opportunities.

Benefits

Additional Information

Join Hire Hangar and work with fast-growing global companies while building a long-term, remote career. 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.

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Company Intel

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