Remote Tier 1 IT Support Specialist (MSP Experience Required)

Job Description

As a Remote Tier 1 IT Support Specialist, you’ll be the first line of defense for resolving technical issues. You’ll handle inbound calls, troubleshoot user problems, and manage light server tasks, all from the comfort of your home office. We’re looking for someone who thrives in a fast-paced, remote work environment, with a proven track record of working with MSPs.

This role requires a 40-hour workweek, Monday to Friday, with working hours in USA 

Key Responsibilities:

• Remote Technical Support: Respond to incoming calls, emails, and chat requests to troubleshoot and resolve user issues quickly and efficiently.
• Account Management: Create and manage user accounts and permissions within Active Directory.
• Office 365 Administration: Provide support in the Office 365 Admin Center, including user management and troubleshooting email or application issues.
• Ticket Documentation: Accurately document all support activities in our ticketing system to ensure proper tracking, resolution, and follow-up.
• RMM Tools: Utilize Remote Monitoring and Management (RMM) software to monitor, troubleshoot, and perform remote tasks on client systems.
• Customer Service Excellence: Deliver top-notch customer service by communicating effectively with end-users and maintaining a positive attitude in a fully remote capacity.

Qualifications:

• MSP Experience: Required – Must have previous work experience with a U.S.-based Managed Service Provider.
• Technical Knowledge: Proficiency with Windows desktop environments, Active Directory, and basic server tasks.
• Office 365: Demonstrated experience with the Office 365 Admin Center for user management and troubleshooting.
• Ticketing Systems: Strong documentation skills and experience with ticketing systems to log and track support requests.
• RMM Tools: Experience using RMM software to remotely monitor and manage client systems.
• Communication Skills: Excellent written and verbal communication skills, especially in remote interactions.

Preferred Qualifications:

• Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals, or similar.
• Familiarity with PowerShell scripting for automation.
• Knowledge of basic networking and backup solutions.