Help Desk Analyst – MSP

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Manage a high-volume ticket queue by responding to, troubleshooting, and resolving end-user issues in accordance with client SLA requirements.

• Provide support to end users through phone, email, chat, and remote access tools for a varied portfolio of business clients.

• Diagnose issues related to Windows OS, Microsoft 365, printers, network connectivity, VPN, and cloud applications.

• Generate and maintain precise ticket records in the PSA system, ensuring comprehensive documentation of actions taken and results achieved.

• Conduct user account administration in Active Directory, Azure AD, and the Microsoft 365 Admin Center.

• Promptly escalate unresolved or high-severity issues to senior engineers, providing detailed context.

• Assist with the onboarding and offboarding of clients: provisioning devices, setting up email, and managing access.

• Identify recurring issues and proactively recommend process enhancements or knowledge base articles.

⛳️ Requirements

• At least 1 year of Level 1 support experience specifically within a Managed Service Provider (MSP) environment.

• Demonstrated ability to manage a high-volume ticket environment with strong time management and prioritization skills.

• Proficient in Windows 10/11, the Microsoft 365 suite, and standard business productivity tools.

• Hands-on experience with a PSA/ticketing platform such as ConnectWise Manage, Autotask, HaloPSA, or similar.

• Fundamental understanding of networking principles: DNS, DHCP, TCP/IP, and VPN configurations.

• Outstanding interpersonal skills with the ability to explain technical issues in simple terms for non-technical clients.

• Availability from Monday to Friday, 8:00 AM – 5:00 PM PST.

🏝️ Benefits

• Remote work opportunities.

• Competitive salary.

• Genuine opportunities for growth.