Working schedule: Eastern Standard Time/ Pacific Standard Time (Days & Time: TBD)
Work Arrangement: Fully Remote (Work From Home)
Salary: $1,300 Monthly
Employer: An MSP company located in Burbank, California, USA
Position Overview
We are seeking a seasoned Service Desk Agent to join our team. This is not a single-client helpdesk role, you will be supporting adiverse portfolio of business clientsacross multiple industries, each with unique environments, technologies, and SLA requirements. The ideal candidate thrives in a high-velocity, multi-tenant support environment, is comfortable context-switching between client accounts, and brings the technical depth to handle complex issues with confidence and professionalism. If you are passionate about delivering white-glove IT support at scale, this role is for you.
What You'll Do
- Deliver support across multiple client accounts via phone, email, and ticketing portal with a strong focus on first-contact resolution
- Triage and manage a high-volume multi-client ticket queue in compliance with client-specific SLAs
- Troubleshoot and resolve advanced issues across endpoints, Microsoft 365 tenants, networking, and business applications
- Monitor RMM alerts and respond proactively to prevent client-impacting incidents
- Handle user onboarding/offboarding, endpoint deployment, policy management, and software updates across client environments
- Maintain accurate, detailed documentation including time entries, resolution notes, and client-specific SOPs in the PSA platform
- Escalate complex issues to senior engineers or vendors with thorough documentation and maintain follow-up through resolution
- Build and maintain strong client relationships as a trusted technical point of contact
Required Technical Skills
- OS:Windows 10/11 and macOS — expert-level, enterprise/domain-joined environments
- Microsoft 365:Multi-tenant management — Exchange Online, SharePoint, Teams, OneDrive, licensing
- Identity Management:Active Directory, Azure AD/Entra ID, MFA, Conditional Access, hybrid environments
- RMM Tools:NinjaRMM, ConnectWise Automate, Datto RMM, Kaseya, or equivalent
- PSA/Ticketing:ConnectWise Manage, Autotask, HaloPSA, or ServiceNow
- Networking:TCP/IP, DNS, DHCP, VPN, firewalls — Meraki, SonicWall, Ubiquiti, or Fortinet experience a plus
- VoIP:8x8, Cisco, or Mitel support and troubleshooting
- Endpoint Security:EDR/AV platforms such as SentinelOne, Huntress, or Webroot
Preferred / Bonus Skills
- Microsoft Intune / Endpoint Manager (multi-tenant)
- Email security — SPF, DKIM, DMARC, Exchange Admin Center
- BDR solutions: Datto, Veeam, Acronis, or Axcient
- PowerShell scripting for automation and user management
- MSP documentation tools: IT Glue or Hudu
- Azure or AWS exposure in SMB environments
Requirements
- 3+ years in an MSP environment— direct MSP experience required
- Strong multitasking ability managing simultaneous client accounts with varying tech stacks
- Excellent written and verbal communication — able to translate technical concepts for non-technical users
- Self-directed and accountable in a fully remote work setting
- Meticulous documentation habits and disciplined time management
- Preferred Certifications:CompTIA A+, Network+, Security+ | Microsoft MD-102, MS-900, AZ-900 | RMM/PSA platform certifications a plus
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