MSP Technical Support Specialist

Role Summary

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: 8:00 AM – 5:00 PM EST

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.

Responsibilities

• 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.

Requirements

• 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 escalate 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.

Please NOTE It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps — the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.

We connect top talent with vetted employers, competitive pay, and real growth opportunities.

About the Company

Meaningful Engagement: Move beyond a script-driven call center approach—truly connect with clients, understand their needs, and help them access the right resources.

Flexible Work Style: Benefit from a part-time structure that allows for personal flexibility while still meeting crucial response times.

Ongoing Training: Learn in-demand tools.

Team Culture: Collaborate with a supportive group that values curiosity, empathy, and genuine care for client outcomes.

To Apply

Please send your resume or CV. We look forward to hearing from you!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.

We connect top talent with vetted employers, competitive pay, and real growth opportunities.