IT Support Technician

Job Title: IT Support Technician (Remote)

Schedule: Monday–Friday | 9:00 AM – 5:00 PM EST
Location: Remote

Job Description

We are looking for a skilled Remote IT Support Technician to join our Managed Service Provider (MSP) service desk team. In this role, you will be the first point of contact for client end users, providing technical support and resolving day-to-day IT issues in a fast-paced, ticket-driven environment.

The ideal candidate has previous experience working for a North American MSP, excellent troubleshooting skills, and hands-on experience supporting Microsoft environments, networking, and remote management tools.

Responsibilities

• Provide first-level technical support via phone, email, and remote access.
• Troubleshoot and resolve Windows, Microsoft 365, Azure, and networking issues.
• Manage and prioritize support tickets through ConnectWise PSA.
• Perform remote device monitoring and maintenance using ConnectWise RMM.
• Administer Microsoft 365 accounts, including user creation, licensing, password resets, and permissions.
• Assist with Microsoft Azure administration and user management.
• Troubleshoot printers, VPNs, internet connectivity, and hardware/software issues.
• Monitor backups, endpoint security, and system health.
• Escalate complex issues to senior engineers when necessary.
• Document troubleshooting steps and maintain accurate ticket notes.
• Deliver excellent customer service while meeting SLA requirements.

Requirements

• Previous experience working for a North American Managed Service Provider (MSP) is required.
• 2+ years of IT Help Desk or IT Support experience.
• Strong knowledge of:
  • Windows 10 & Windows 11
  • Microsoft 365 Administration
  • Microsoft Azure
  • Windows Server
  • Networking (DNS, DHCP, TCP/IP, VPN)
• Experience working in a ticket-based support environment.
• Excellent troubleshooting and problem-solving skills.
• Strong verbal and written English communication skills.
• Ability to manage multiple support requests simultaneously.
• Reliable internet connection and dedicated remote workspace.

Required Software Experience

• ConnectWise PSA
• ConnectWise RMM
• Auvik
• Nerdio
• Microsoft Azure
• Microsoft 365
• Veeam
• SentinelOne
• Huntress
• BlackPoint Cyber
• Windows Server