Job Description
We are seeking a skilled Remote IT Support Technician with experience in a Managed Services Provider (MSP) environment to join our team. This role requires hands-on expertise in routers, VPNs, Microsoft 365, and Azure, as well as the ability to troubleshoot and resolve IT issues efficiently. The ideal candidate is proactive, customer-focused, and able to work independently in a remote setting.
ENGLISH AND A PORTFOLIO ARE MANDATORY FOR THIS POSITION.
Key Responsibilities:
- Provide tier 2/3 IT support for clients remotely, troubleshooting and resolving technical issues related to networks, cloud services, and end-user systems.
- Manage, configure, and troubleshoot routers, firewalls, and VPNs for secure network access.
- Administer and support Microsoft 365 (Exchange, SharePoint, OneDrive, Teams, Intune) environments.
- Configure and manage Azure Active Directory, virtual machines, and cloud services to ensure operational efficiency.
- Monitor and maintain IT systems, escalating complex issues when necessary.
- Assist with onboarding and offboarding processes, including user account setup and security configurations.
- Document technical processes, solutions, and best practices to enhance team efficiency.
- Provide exceptional customer service by effectively communicating technical solutions in a clear, professional manner.
Technical Knowledge & Skills Required:
- 2+ years of experience in an MSP environment with hands-on technical support.
- 2 years of experience in IT and providing technical support to L2 and L3.
- Strong knowledge of PSA/Ticketing systems.
- Strong knowledge of routers, firewalls, and VPN configurations (e.g., Cisco, Fortinet, Ubiquiti, Meraki).
- Proficiency in Microsoft 365 administration (Exchange, SharePoint, OneDrive, Intune, Teams).
- Experience with Azure Active Directory and cloud services (VMs, Security, Conditional Access).
- Familiarity with remote monitoring and management (RMM) tools and ticketing systems.
- Certifications such as Microsoft 365 Certified: Modern Desktop Administrator, Azure Fundamentals, CCNA, or CompTIA Network+.
- Certifications desired: A+, Network+, Security+ and or other Microsoft Certifications.
- Knowledge in the use of ConnecWise Manage/Automate.
- Experience with PowerShell scripting for automation.
- Knowledge of cybersecurity best practices and endpoint protection tools.
Soft Skills Required:
- Excellent troubleshooting, problem-solving, and communication skills.
- Proactive and organized approach to project management.
- Ability to work independently and collaboratively in a remote setting.
- Detail-oriented mindset with a focus on accuracy and quality.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Ability to manage multiple projects and meet deadlines.
- Strong documentation skills and attention to detail.
Benefits:
- Competitive pay in US Dollars.
- Paid extra-hours.
- Time-off flexibility.
- Constant team interaction.
- 100% remote work.
- International experience.