IT Support Specialist

We are seeking a detail-oriented and customer-focused IT Support Specialist to provide fully remote technical support to clients and internal staff. This role operates within a Managed Service Provider (MSP) environment and requires strong troubleshooting skills, Microsoft 365 administration experience, and the ability to manage multiple service tickets efficiently.

• Provide remote IT support for clients and internal staff, ensuring timely and professional resolution of technical issues.
• Respond to service tickets promptly, diagnose problems accurately, and implement effective solutions through remote access tools.
• Support hardware deployments by coordinating directly with clients and vendors for remote setup and configuration.
• Deliver exceptional customer service by clearly communicating technical solutions to non-technical users via phone, email, and video conferencing.

• Utilize MSP tools and Remote Monitoring and Management (RMM) platforms to proactively monitor client systems for performance, security, and compliance.
• Perform routine maintenance, updates, and patching remotely to ensure optimal performance and security.
• Identify and escalate recurring issues or potential risks to senior technical staff for resolution.
• Maintain accurate and detailed documentation of all work performed in the ticketing system for compliance and reporting purposes.

• Administer and troubleshoot Microsoft 365 environments, including Exchange, Teams, SharePoint, and OneDrive.

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• Assist clients with configuration, migration, and ongoing remote support for Microsoft 365 services.
• Monitor and manage user accounts, permissions, and security settings to maintain compliance and data integrity.

• Provide remote support for networking components, including TCP/IP, DNS, DHCP, and connectivity troubleshooting.
• Assist in configuring and maintaining routers, switches, and firewalls through secure remote access under supervision.

• Act as a trusted remote technical resource for clients, ensuring their IT needs are met efficiently and professionally.
• Communicate updates on service tickets, projects, and system health clearly and proactively.
• Collaborate with internal teams to ensure client expectations and service-level agreements (SLAs) are consistently met.

• Experience with backup solutions and cybersecurity tools.
• Knowledge of Windows Server environments.
• Previous experience in a Managed Service Provider (MSP) setting.

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• Knowledge of cybersecurity frameworks such as NIST, CMMC, ISO, HIPAA, or PCI.

• Hands-on experience with MSP tools and RMM platforms.
• Strong knowledge of Microsoft 365 administration.
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP).
• Excellent troubleshooting and problem-solving skills.
• Strong written and verbal communication skills for remote client interaction.
• Ability to work independently in a fully remote environment.
• Strong organizational and multitasking skills with attention to detail.
• High-speed wired internet connection (200 mbps min.)
• Windows 10/11 or Mac (4 GB RAM, Intel i5 or similar)

Setting  - Remote                        Schedule  Monday to Friday 8am - 5 pm EST (1 hour lunch break)