MSP Technical Support Specialist

This is an entry-level MSP technical support role handling inbound tickets via phone, email, and ticketing system within SLAs. It is remote, contract, pays $800–1,000/month, and requires US time zone availability (PST–EST).

• Receive, triage, and respond to inbound support tickets via phone, email, and ticketing platform within SLA windows.
• Diagnose and troubleshoot basic hardware, software, networking, and connectivity issues for end users.
• Support remote desktop sessions, account management, and simple network troubleshooting.
• Document all interactions, steps, and resolutions in the PSA/ticketing system.
• Escalate complex or unresolved issues to senior engineers with clear handoff notes.
• Assist with user onboarding and offboarding, including device setup and access provisioning.
• Contribute to the internal knowledge base by documenting common fixes and workarounds.
• Maintain professionalism and clear communication throughout the support lifecycle.

• Experience in a Managed Services Provider (MSP) environment is mandatory.
• Genuine passion for IT and strong desire to grow within an MSP environment.
• Basic working knowledge of Windows 10/11, Microsoft 365, and common business applications.
• Foundational understanding of networking concepts: TCP/IP, DNS, DHCP, and VPN.
• Strong written and verbal communication skills with a customer-first mindset.
• Ability to follow processes, take direction, and escalate appropriately.