Help Desk Support Technician – MSP

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

📋 Description

• Manage, prioritize, and address incoming support tickets through phone, email, and the ticketing system within specified SLA timelines.

• Aid in the diagnosis and resolution of fundamental hardware, software, networking, and connectivity issues for end users.

• Provide support for remote desktop sessions, perform basic account management tasks (Active Directory / Azure AD), and assist with simple network troubleshooting under supervision.

• Thoroughly document all interactions, actions taken, and resolutions in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA).

• Refer complex or unresolved issues to senior engineers, ensuring to include clear and detailed handoff notes.

• Aid in user onboarding and offboarding processes, including device configuration and access provisioning.

• Enhance the internal knowledge base by recording common solutions and workarounds.

• Maintain professionalism and effective communication throughout the entire support process.

⛳️ Requirements

• A genuine enthusiasm for IT and a strong ambition to advance within a Managed Services Provider (MSP) setting.

• Basic familiarity with Windows 10/11, Microsoft 365, and standard business applications.

• Foundational knowledge of networking principles including TCP/IP, DNS, DHCP, and VPN.

• Excellent written and verbal communication abilities with a customer-centric approach.

• Capacity to adhere to processes, accept guidance, and escalate issues when necessary.

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

• CompTIA A+ certification or actively pursuing it.

• Any experience with PSA tools (ConnectWise, Autotask, or similar) or RMM platforms.

• Basic understanding of Azure Active Directory or Microsoft Intune.

• Any practical experience in a helpdesk, IT internship, or lab setting.

🏝️ Benefits

• Competitive salary

• Genuine opportunities for career advancement