MSP Technical Support Specialist

Remote Jobs; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

Hire Hangar is seeking an Entry-Level IT Support Specialist to join a fast-paced MSP environment. You will be the first point of contact for inbound technical requests, working with experienced engineers to deliver timely resolutions in a ticket-driven, SLA-focused setting.

You will diagnose basic hardware, software, networking, and connectivity issues for end users, support AD/AAD tasks, and document steps in the PSA system.

Qualifications

• Experience in an MSP environment is mandatory.
• Strong desire to grow within an MSP environment.
• Basic working knowledge of Windows 10/11, Microsoft 365, and networking basics.
• Strong written and verbal communication with a customer-first mindset.
• Ability to follow processes and escalate where needed.

Responsibilities

• Receive, triage, and respond to inbound support tickets within defined SLA windows.
• Diagnose and troubleshoot basic hardware, software, networking, and connectivity issues for end users.
• Support remote desktop sessions and basic account management tasks (AD/AAD).
• Document interactions, steps, and resolutions in the PSA/ticketing system.
• Escalate complex or unresolved issues to senior engineers with clear handoffs.
• Assist with user onboarding/offboarding and contribute to the knowledge base.

Skills

MSP environment

Customer-first mindset

Written communication

Verbal communication

Process adherence

Willingness to learn

Education

CompTIA A+ certification in progress

Tools

ConnectWise

Autotask

HaloPSA

Azure AD

Job description

Join Hire Hangar and work with fast-growing global companies while building a long-term career.

Job Title: MSP Technical Support Specialist

Location: Remote

Time Zone: US Time Zones (PST - EST)

Role Overview

We are looking for an enthusiastic and eager-to-learn Entry-Level IT Support Specialist to join our fast-paced Managed Services Provider (MSP) environment. In this role, you will serve as the first point of contact for inbound technical support requests, working alongside experienced engineers to deliver timely, accurate resolutions. If you are passionate about technology, eager to build your IT career, and ready to learn in a ticket-driven, SLA-focused setting, we want to hear from you.

What You'll Do

• Receive, triage, and respond to inbound support tickets via phone, email, and ticketing platform within defined SLA windows.
• Assist in diagnosing and troubleshooting basic hardware, software, networking, and connectivity issues for end users.
• Support remote desktop sessions, basic account management tasks (Active Directory / Azure AD), and simple network troubleshooting under guidance.
• Document all interactions, steps taken, and resolutions thoroughly in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA).
• Escalate complex or unresolved issues to senior engineers with clear, detailed handoff notes.
• Assist with user onboarding and offboarding tasks, including device setup and access provisioning. Contribute to the internal knowledge base by documenting common fixes and workarounds. Maintain professionalism and clear communication throughout the support lifecycle.

Required Qualifications

• Experience in a Managed Services Provider (MSP) environment is mandatory.
• A genuine passion for IT and a strong desire to grow within an MSP environment.
• Basic working knowledge of Windows 10/11, Microsoft 365, and common business applications. Foundational understanding of networking concepts: TCP/IP, DNS, DHCP, and VPN.
• Strong written and verbal communication skills with a customer-first mindset.
• Ability to follow processes, take direction, and upscale appropriately.

Nice to Have

• CompTIA A+ certification or currently working toward it.
• Any exposure to PSA tools (ConnectWise, Autotask, or equivalent) or RMM platforms.
• Basic familiarity with Azure Active Directory or Microsoft Intune.
• Any hands-on experience in a helpdesk, IT internship, or lab environment.

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