Remote IT Support Engineer (MSP)

Hidden Jobs; United States; Remote; USD 75,000 - 115,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401K match

Paid time off (PTO)

Job summary

Hidden Jobs is seeking a customer-facing technical support professional to deliver remote troubleshooting, installation, integration, and migration services across diverse client environments.

You will balance ticket work, documentation, and process improvement while maintaining a focus on quality and customer satisfaction. The role requires strong technical skills and excellent communication.

Qualifications

• 3–5 years of experience as a Systems Engineer or similar role.
• Ability to troubleshoot, analyze, and configure VMware, O365, backups, desktops, Windows, and client/server environments.
• Experience with Microsoft, Mac, and virtual services.
• Working knowledge of current network hardware, protocols, and internet standards.
• Strong background with ticketing systems and tracking work.
• 1+ years in a customer-facing role, MSP experience preferred.
• 1+ years working with SaaS products.
• Broad knowledge of VMs, hardware, OS, patching, backup, security protocols, network protocols, and remote management tools.
• Strong written and verbal communication skills with a dedication to exceptional customer service.
• Excellent documentation skills

Responsibilities

• Deliver high-quality IT technical support through remote troubleshooting, installation, integration, and migration services.
• Prioritize work through ticket and project status.
• Resolve network issues and escalate when appropriate.
• Maintain ticket quality control and disciplined ticket management.
• Communicate with customers via phone, video, and email.
• Document customer environments, processes, and ticket or project updates.
• Participate in on-call responsibility on rotation.
• Contribute to process improvement initiatives

Skills

VMware

O365

Backups

Desktops

Windows

Client/Server

Networking

SaaS

Ticketing

Intune

ConnectWise

Automate

N-Able

ITGlue

Tools

Intune

ConnectWise

Automate

N-Able

ITGlue

Job description

Hidden Jobs is seeking a customer-facing technical support professional to deliver remote troubleshooting, installation, integration, and migration services across diverse client environments.

You will balance ticket work, documentation, and process improvement while maintaining a focus on quality and customer satisfaction. The role requires strong technical skills and excellent communication.