IT Support Technician (MSP Environment)

TL;DR

IT Support Technician (MSP Environment): Providing Level 1–2 technical support for end-users across multiple client environments with an accent on ticket management and troubleshooting. Focus on resolving software and network issues using PSA and RMM tools while maintaining strict SLAs.

Location: Remote (Must be based in the US / New York)

Company

hirify.global is a Managed Service Provider (MSP) offering IT support and staffing solutions for various clients.

What you will do

• Provide Level 1–2 technical support to end users across multiple client environments.
• Handle support requests via chat, ticketing systems, and phone support.
• Troubleshoot common IT issues including user access, software, and basic network issues.
• Manage and update tickets using PSA tools like ConnectWise and Autotask.
• Work within multi-tenant environments, supporting multiple clients simultaneously.
• Maintain accurate documentation of issues and resolutions in line with SLAs.

Requirements

• 1–5 years of experience in MSP or IT support environments.
• Experience with PSA and RMM tools.
• Strong troubleshooting skills regarding desktops, software, and basic networking.
• Strong English communication skills (essential for phone support).
• Reliable internet connection and remote work setup.
• Ability to manage multiple tickets and prioritize effectively in a fast-paced environment.

Nice to have

• Spanish language skills.
• Experience with Microsoft 365, Active Directory, and VPNs.
• IT certifications such as CompTIA A+ or Network+.

Culture & Benefits

• Permanent work from home arrangement.
• Immediate hiring process.
• Health insurance coverage for eligible locations.
• Independent contractor model with professional hourly fees based on performance.