MSP IT Helpdesk L2-L3

Job Title: IT Support Technician (Full-Time, Remote)

ID Proof 80 or above needed to apply for this position - Background checks will be conducted

Are you a tech-savvy problem-solver with a passion for delivering top-notch customer service? Do you thrive in a fast-paced environment where teamwork, continuous learning, and personal growth are encouraged? If so, we want to hear from you!

We’re an established IT Managed Service Provider (MSP) seeking a highly skilled IT Support Technician to join our dynamic team. You’ll report directly to our VP of Operations and play a key role in ensuring our clients’ networks run smoothly. If you’re ready to leverage your expertise, collaborate with great people, and continually sharpen your skills, this position is for you.

Key Responsibilities
Provide Exceptional Support

Troubleshoot and resolve user issues via phone, remote tools, and occasional onsite support
Deliver prompt, friendly, and efficient customer service
Manage & Maintain IT Environments

Monitor and maintain user and network uptime through RMM (Remote Monitoring & Management) and PSA (Professional Services Automation) tools
Coordinate with vendor support resources for escalated issues
Document & Prioritize

Accurately log, track, and update service tickets in our system
Assign severity levels, prioritize tasks, and follow established problem-resolution processes
Enhance Customer Relationships

Develop and maintain positive client relationships through professional communication and timely support
Present service and monitoring reports as needed
Continuously Improve

Identify opportunities for technical and procedural improvements
Stay updated with new technologies, certifications, and best practices
Requirements / Skills
Experience

Minimum of 2 years in an IT support or helpdesk role
Proven ability to troubleshoot Windows Server (2008–2019), Microsoft Windows 10, and Microsoft Office (2013–2019)
Technical Proficiency

Knowledge of printer setup and troubleshooting
Familiarity with any of the following tools/technologies is a plus:
ConnectWise Control (ScreenConnect)
ConnectWise Manage
Sage 300 CRE
Timberscan
MaaS360
Onscreen Takeoff
Microsoft Office 365
Network+ Certification
Soft Skills

Outstanding communication and interpersonal skills
Ability to work effectively within a team and independently
Detail-oriented, organized, and proactive
Eager to learn and adapt to evolving technologies
What We’re Looking For
A great attitude and willingness to go the extra mile
A relationship builder who excels at both internal teamwork and client engagement
Strong critical thinking and problem-solving abilities
Someone with a passion for growth, both personally and professionally
Why Join Us
Collaborative Environment: Work alongside a supportive and knowledgeable team.
Professional Growth: We encourage continuous learning, certifications, and skill development.
Stability & Impact: As an MSP, our clients rely on us for mission-critical IT services—your work truly matters!