MSP Technical Support Specialist
Job Description
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Role Overview
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.
What You'll Do
- 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.
Required Qualifications
- 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.
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Hirehangar
View Company ProfileHirehangar is a cutting-edge technology firm specializing in innovative hiring solutions. With a strong focus on streamlining the recruitment process, the company aims to revolutionize the way businesses find and acquire top talent. By leveraging advanced algorithms, artificial intelligence, and data analytics, Hirehangar's platform provides a seamless experience for both employers and job seekers. The company's mission is to bridge the gap between skilled professionals and forward-thinking organizations, fostering a culture of collaboration and growth. With its commitment to excellence and customer satisfaction, Hirehangar is poised to become a leading player in the recruitment industry.
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