MSP Technical Support Specialist

The role is an Entry-Level IT Support Specialist position focused on managed services at a fast-growing Managed Services Provider. This is a remote position open to candidates across US time zones. The job involves triaging and responding to inbound technical support requests via phone, email, and ticketing systems within defined SLA windows. Candidates will assist in diagnosing and resolving basic hardware, software, networking, and connectivity issues for business users. Responsibilities include performing remote desktop support, managing basic account provisioning in Active Directory and Azure AD, and conducting fundamental network troubleshooting under supervision. Documentation of all support interactions and resolutions in the PSA/ticketing system is a core requirement. Complex issues must be escalated to senior engineers with clear handoff notes based on the input. Support tasks also include assisting with user onboarding and offboarding workflows such as device configuration and access management. The role expects contributions to an internal knowledge base by recording common solutions and workarounds. Professional communication throughout the support lifecycle is essential. It is an opportunity to build real-world experience in a structured IT environment that emphasizes process adherence and customer service. Required qualifications include prior exposure to an MSP setting along with foundational knowledge of Windows 10/11, Microsoft 365, and business applications. Candidates must understand basic networking concepts including TCP/IP, DNS, DHCP, and VPN, and demonstrate strong written and verbal communication skills. Documentation discipline, process compliance, and the ability to follow direction are mandatory. Nice to have qualifications include CompTIA A+ certification or progress toward it, hands-on experience with RMM or PSA tools like ConnectWise or Autotask, and exposure to Azure Active Directory or Microsoft Intune. Internships, helpdesk lab work, or IT support experience are viewed favorably. Applicants are required to complete the full application form to be considered for the role.

Source: Himalayas