MSP Support Technician

The MSP Support Technician is responsible for providing remote IT support, maintenance, administration, and troubleshooting for managed service clients. This role will manage incoming support tickets, resolve technical issues, perform routine system maintenance, assist with network configuration, and support users with hardware, software, and general IT needs.

The ideal candidate should be comfortable working in a ticketing system, communicating clearly with clients, documenting work performed, and troubleshooting a wide range of technical issues in a timely and professional manner.

Primary Responsibilities

• Monitor, manage, and respond to incoming support tickets
• Provide remote technical support for client users, workstations, software, and network-related issues
• Troubleshoot hardware, software, printer, email, Microsoft 365, and connectivity problems
• Perform basic system administration, including user account changes, permissions, password resets, and device configuration
• Assist with network configuration and troubleshooting, including firewalls, switches, wireless access points, VPNs, and internet connectivity
• Perform routine maintenance tasks, updates, backups, security checks, and system monitoring
• Install, configure, and support business software, operating systems, and common IT tools
• Document all work performed, troubleshooting steps, resolutions, and client communication in the ticketing system
• Escalate complex issues when needed while providing clear notes and background information
• Follow company procedures for security, remote access, documentation, and client support
• Assist with other IT-related projects and tasks as assigned

• Experience in IT support, help desk, managed services, or a similar technical role preferred
• Strong troubleshooting skills for Windows workstations, Microsoft 365, networking, printers, and common business applications
• Basic understanding of networking concepts such as DNS, DHCP, VPNs, firewalls, switches, and wireless networks
• Ability to communicate technical information clearly to non-technical users
• Strong attention to detail and ability to document work accurately
• Ability to manage multiple tickets, prioritize tasks, and follow through until issues are resolved
• Professional attitude, reliability, and strong customer service skills
• Willingness to learn new systems, tools, and technologies

Preferred Skills

• Experience with RMM tools, PSA/ticketing systems, remote support tools, and endpoint security platforms
• Familiarity with Microsoft 365 administration, Active Directory, Entra ID, SharePoint, OneDrive, and Exchange Online
• Experience supporting small business networks and managed IT clients
• Basic firewall, VoIP, backup, and cybersecurity knowledge
• Certifications such as CompTIA A+, Network+, Security+, Microsoft, or similar are a plus

Pulled from the full job description

• Retirement plan
• Vision insurance
• Dental insurance, * Dental insurance
• Retirement plan
• Vision insurance