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Job Title: MSP Technical Support Specialist
Location: Remote
Time Zone: 8:00 AM – 5:00 PM PST
Role Overview
We are looking for a motivated IT Support Engineer I to join our fast-paced Managed Services Provider (MSP) environment. In this role you will serve as the first point of contact for a high volume of inbound technical support requests, delivering timely, accurate resolutions that keep our clients' businesses running. If you thrive in a ticket-driven, SLA-focused setting and have hands-on MSP experience, we want to hear from you.
What You'll Do
- Triage, prioritize, and resolve a high volume of inbound support tickets via phone, email, and ticketing platform within defined SLA windows.
- Diagnose and troubleshoot hardware, software, networking, and connectivity issues for end users across multiple client accounts.
- Perform remote desktop support, account management (Active Directory / Azure AD), and basic network troubleshooting (DNS, DHCP, VPN).




- Document all interactions, resolutions, and recurring issues thoroughly in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA).
- Escalate complex or unresolved issues to Tier 2/3 engineers with clear, detailed handoff notes.
- Manage user onboarding and offboarding tasks including device provisioning and access control.
- Contribute to the internal knowledge base by capturing common fixes and workarounds.
- Maintain professionalism and clear communication with clients throughout the support lifecycle.

Required Qualifications
- Technical support experience in a Managed Services Provider (MSP) environment is mandatory.
- Demonstrated ability to manage and resolve high volumes of support tickets efficiently.
- Solid working knowledge of Windows 10/11, Microsoft 365, and common business applications.
- Familiarity with PSA tools (ConnectWise, Autotask, or equivalent) and RMM platforms.
- Understanding of

📌 MSP Technical Support Specialist (México)
🏢 Hire Hangar
📍 México