MSP Technical Support Specialist
At a glance
Mid-level IT Support & Helpdesk role at Hire Hangar. Remote, Chile · contract.
Pay not stated Technical Support Specialist salary
remoteroles summary, based on the employer's posting.
What you'll do
- Handle incoming support requests by phone, email and ticket platform, prioritizing them against response deadlines
- Troubleshoot basic hardware, software, network and connection problems for end users
- Guide remote desktop sessions and routine account tasks, including onboarding devices and granting access
- Record troubleshooting steps and outcomes, then pass difficult cases to senior engineers with clear notes
- Add recurring solutions and workarounds to the knowledge base
What you bring
- You have worked in a managed services provider setting; this experience is required
- You understand Windows 10/11, Microsoft 365 and common workplace applications
- You know networking basics such as TCP/IP, DNS, DHCP and VPN
- You communicate clearly with customers and can follow procedures, take guidance and escalate issues
Who this fits
This is an entry-level support role suited to someone looking to build an IT career in an MSP setting. The position is remote and works across US time zones from PST to EST. It is a contractor role. Applicants must complete the form and record a video as the first interview step.
From the employer
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: US Time Zones (PST - EST)
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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