MSP Technical Support Specialist

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

📋 Description

• Triage, prioritize, and address a significant volume of incoming support tickets through phone, email, and a ticketing system within established SLA parameters.

• Identify and resolve hardware, software, networking, and connectivity challenges for end users across various client accounts.

• Provide remote desktop assistance, manage accounts (Active Directory / Azure AD), and conduct basic network troubleshooting (DNS, DHCP, VPN).

• Thoroughly document all interactions, solutions, and recurring problems in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA).

• Escalate intricate or unresolved issues to Tier 2/3 engineers with comprehensive and clear handoff notes.

• Oversee user onboarding and offboarding activities, including device provisioning and access management.

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

• Maintain professionalism and effective communication with clients throughout the support process.

⛳️ Requirements

• Previous technical support experience in a Managed Services Provider (MSP) setting is essential.

• Proven capability to efficiently handle and resolve a high volume of support tickets.

• Comprehensive knowledge of Windows 10/11, Microsoft 365, and widely used business applications.

• Experience with PSA tools (ConnectWise, Autotask, or similar) and RMM platforms.

• Basic understanding of networking principles: TCP/IP, DNS, DHCP, VPN, and fundamental firewall concepts.

• Excellent written and verbal communication skills with a focus on client satisfaction.

• Must be available Monday–Friday, from 8:00 AM to 5:00 PM PST.

🏝️ Benefits

• Competitive pay

• Remote work options