MSP Technical Support role

<p style="min-height:1.5em">Join Hire Hangar and work with fast-growing global companies while building a long-term, remote career.</p><p style="min-height:1.5em"><strong>IT Support Engineer I</strong> <em>Managed Services · Technical Operations | Full-Time | 8:00 AM – 5:00 PM PST</em></p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"><strong>What You'll Do</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Triage, prioritize, and resolve a high volume of inbound support tickets via phone, email, and ticketing platform within defined SLA windows.</p></li><li><p style="min-height:1.5em">Diagnose and troubleshoot hardware, software, networking, and connectivity issues for end users across multiple client accounts.</p></li><li><p style="min-height:1.5em">Perform remote desktop support, account management (Active Directory / Azure AD), and basic network troubleshooting (DNS, DHCP, VPN).</p></li><li><p style="min-height:1.5em">Document all interactions, resolutions, and recurring issues thoroughly in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA).</p></li><li><p style="min-height:1.5em">Escalate complex or unresolved issues to Tier 2/3 engineers with clear, detailed handoff notes.</p></li><li><p style="min-height:1.5em">Manage user onboarding and offboarding tasks including device provisioning and access control.</p></li><li><p style="min-height:1.5em">Contribute to the internal knowledge base by capturing common fixes and workarounds.</p></li><li><p style="min-height:1.5em">Maintain professionalism and clear communication with clients throughout the support lifecycle.</p></li></ul><p style="min-height:1.5em"><strong>Required Qualifications</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">1–3 years of technical support experience in a Managed Services Provider (MSP) environment — required.</p></li><li><p style="min-height:1.5em">Demonstrated ability to manage and resolve high volumes of support tickets efficiently.</p></li><li><p style="min-height:1.5em">Solid working knowledge of Windows 10/11, Microsoft 365, and common business applications.</p></li><li><p style="min-height:1.5em">Familiarity with PSA tools (ConnectWise, Autotask, or equivalent) and RMM platforms.</p></li><li><p style="min-height:1.5em">Understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN, and basic firewall concepts.</p></li><li><p style="min-height:1.5em">Strong written and verbal communication skills with a client-first mindset.</p></li><li><p style="min-height:1.5em">Availability Monday–Friday, 8:00 AM – 5:00 PM PST.</p></li></ul><p style="min-height:1.5em"><strong>Nice to Have</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">CompTIA A+, Network+, or Microsoft certifications.</p></li><li><p style="min-height:1.5em">Experience with Azure Active Directory and Microsoft Intune.</p></li><li><p style="min-height:1.5em">Exposure to backup/recovery tools (Datto, Acronis, Veeam).</p></li><li><p style="min-height:1.5em">Scripting basics (PowerShell) for routine automation tasks.</p></li></ul><p style="min-height:1.5em"><br><strong>Please NOTE</strong> 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.</p><div style="min-height:1.2em;margin-top:0;margin-bottom:0"> </div><p style="min-height:1.5em">We connect top talent with vetted employers, competitive pay, and real growth opportunities.</p>