MSP Technical Support Specialist

Hire Hangar
Monterrey
Workplace: RemoteContractUSD 800 - 1,000 monthlyFunction: IT Support & HelpdeskSkills: ["Communication","Customer service","Problem-solving","Time management","Documentation"]

Remote MSP IT support engineer role focused on handling high-volume tickets, diagnosing hardware/software/network issues, and provisioning user access across multiple client accounts. You’ll work in a fast-paced, SLA-driven environment within a remote team, document resolutions, and escalate complex problems while maintaining strong client communication and knowledge base contributions.

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Hire Hangar
Hire Hangar
2 months ago

MSP Technical Support Specialist

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Last checked: 2 hours agoStatus: Live

Job Summary

Remote MSP IT support engineer role focused on handling high-volume tickets, diagnosing hardware/software/network issues, and provisioning user access across multiple client accounts. You’ll work in a fast-paced, SLA-driven environment within a remote team, document resolutions, and escalate complex problems while maintaining strong client communication and knowledge base contributions.
Location: Monterrey
Workplace: Remote
Employment Type: Contract
Job Function: IT Support & Helpdesk

Key Responsibilities

  • •Triage, prioritize, and resolve a high volume of inbound support tickets via phone, email, and ticketing platform within defined SLA windows.
  • •Diagnose and troubleshoot hardware, software, networking, and connectivity issues for end users across multiple client accounts.
  • •Perform remote desktop support, account management (Active Directory / Azure AD), and basic network troubleshooting (DNS, DHCP, VPN).
  • •Document all interactions, resolutions, and recurring issues thoroughly in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA).
  • •Escalate complex or unresolved issues to Tier 2/3 engineers with clear, detailed handoff notes.

Pay and Benefits

Salary: USD 800 - 1,000 monthly
Perks:Remote Work

Key Requirements

  • •Technical support experience in a Managed Services Provider (MSP) environment is mandatory.
  • •Demonstrated ability to manage and resolve high volumes of support tickets efficiently.
  • •Solid working knowledge of Windows 10/11, Microsoft 365, and common business applications.
  • •Familiarity with PSA tools (ConnectWise, Autotask, or equivalent) and RMM platforms.
  • •Understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN, and basic firewall concepts.
Experience:MSPIT SupportRemote work
Skills:CommunicationCustomer serviceProblem-solvingTime managementDocumentation
Certifications:CompTIA A+Network+Microsoft certifications
Tech Stack:Windows 10/11Microsoft 365Azure ADAzure Active DirectoryIntuneConnectWiseAutotaskHaloPSADNSDHCPVPNSLAPowerShell

Company Brief

Hire Hangar
Hire Hangar connects high-growth companies with pre-vetted international talent, offering fast, cost-effective full-time and contract-to-hire placements focused on regions like Latin America, South Africa, and Egypt.
Industry: Recruitment Agencies
Company Size: Small (11 to 50 employees)
Growth: Early Stage Startup
Headquarters: New York City, United States
Founded: 2023
WebsiteLinkedInGlassdoor