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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
Originally posted on Himalayas