Help Desk Analyst - MSP at hirehangar.

About the role

This position is for a Help Desk Analyst to join a growing Managed Services team. You will be the primary point of contact for clients, resolving technical issues and ensuring smooth operations across various business environments. This role offers a chance to advance your IT career within a structured MSP setting.Key facts

Location: Mexico - MonterreyEngagement: ContractCompensation: $800 - $1,000 per monthTeam: Client Services, Service DeskWhat you'll do

Manage a large number of support tickets, addressing and resolving end-user problems according to client service agreements.Provide support to users through phone calls, emails, chat, and remote access tools for a diverse range of business clients.Troubleshoot issues related to Windows operating systems, Microsoft 365, printers, network connectivity, VPNs, and cloud applications.Maintain accurate records of all support interactions in the PSA system, detailing steps taken and resolutions.Administer user accounts within Active Directory, Azure AD, and the Microsoft 365 Admin Center.Forward unresolved or critical issues to senior engineers with comprehensive background information.Assist with client onboarding and offboarding, including device setup, email configuration,



and access management.Identify recurring technical problems and suggest improvements to processes or new knowledge base articles.Requirements

At least one year of Level 1 support experience specifically within a Managed Service Provider (MSP) environment.Demonstrated ability to manage a high volume of support tickets effectively, with strong time management and prioritization skills.Proficiency with Windows 10/11, the Microsoft 365 suite, and common business productivity applications.Practical experience using a Professional Services Automation (PSA) or ticketing platform.Fundamental understanding of networking concepts such as DNS, DHCP, TCP/IP, and VPN configurations.Excellent communication skills, capable of explaining technical problems clearly to non-technical clients.Available to work Monday through Friday, 8:00 AM to 5:00 PM PST.Nice to have

CompTIA A+ or Microsoft 365 Fundamentals (MS-900) certification.Experience with Remote Monitoring and Management (RMM) tools.Familiarity with multi-factor authentication solutions and endpoint security platforms.Basic knowledge of PowerShell or automation scripting.Skills & tools

Windows 10/11Microsoft 365Active DirectoryAzure ADMicrosoft 365 Admin CenterPSA/ticketing platform (ConnectWise Manage, Autotask, HaloPSA, or similar)DNS, DHCP, TCP/IP, VPNRMM tools (NinjaRMM, N-able, Kaseya)PowerShell

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📌 Help Desk Analyst — MSP (Ciudad de México)
🏢 hirehangar
📍 Ciudad de México