Job Description:
• Provide MSP helpdesk and IT support across multiple customer environments
• Own tickets end-to-end, from intake and troubleshooting through resolution and documentation
• Provide remote and phone support for end users across mobile devices, laptops, desktops, remote servers, and virtual machines
• Escalate issues appropriately and ensure clear handoffs during shift changes
• Complete scheduled and ad-hoc tasks and coordinate follow-up activities for other shifts
• Maintain accurate ticket documentation, including detailed notes and time entries
• Administer and troubleshoot Microsoft 365, Active Directory, Group Policy, and endpoint environments
• Troubleshoot network, virtualization, backup, and infrastructure-related issues across customer environments
• Monitor and respond to incoming support requests, prioritizing issues based on urgency and business impact
• Perform other duties related to the position as assigned
Requirements:
• Proficient level of English (written and spoken)
• Minimum of 3 years of hands-on IT support experience; candidates with less than 3 years may be considered based on strong technical aptitude and troubleshooting skills
• Strong troubleshooting, problem-solving, and technical diagnosis skills
• Ability to work independently during off-peak hours with limited supervision
• Ability to recognize when an issue requires escalation
• Strong organizational, multitasking, and follow-up skills
• Proficiency with Microsoft Office (Word, Excel, Outlook) and standard business tools
• Ability to work 3:00 PM–9:00 PM Eastern Time, New York, minimum 3 days per week
• Flexible availability to cover additional days and occasionally work extended hours until 12:00 AM EST
• Reliable computer running Windows 10 or newer, two monitors, stable high-speed internet, and a professional home workstation
• Strong proficiency in Microsoft 365 administration, including Entra ID, Intune, Exchange Online, and Azure Virtual Machines
• Hands-on experience with Active Directory administration and Group Policy
• Proficiency in endpoint troubleshooting across diverse hardware and operating system environments
• Familiarity with ticketing systems such as HaloPSA, Jira, ServiceNow, or equivalent
• Experience with backup solutions such as Backup Exec or equivalent
• Knowledge of virtualization platforms, including Hyper-V, VMware, or equivalent
• Hands-on experience with network administration and troubleshooting, including Fortinet, Cisco, Azure Firewall, or equivalent
• Interest in long-term career opportunities
Benefits:
• 100% remote work
• Great work environment with potential for growth
• Full-time position with 40 hours weekly
• Long-term career opportunity