MSPTechnicalSupportSpecialist

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. 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