You’ll be handling level 1 and some Level 2 support needs and assiting the owner and office manager in operations. This isn’t just a helpdesk job — we want someone who can handle day-to-day tickets and help build out processes, test tools, and contribute to a growing MSP. You will work directly with me (the owner) on a daily basis, assisting with projects, rollout, R&D for new products we want to try, and have real input towards making IT Better!
What You’ll Be Doing:
Support (30–40%)
- Handle ~15–25 helpdesk tickets/week (Level 1 = printer issues, password resets, Office 365, system slowness, checking backup failures, etc. - Level 2 = Some SharePoint/Azure access, Networking/VPNs/Servers )
- Answer phones during EST business hours and assist clients directly (8 am-6 pm Eastern)
- Handle basic server tasks (updates, RDP, services, log reviews)
Projects & Process Work (60–70%)
- Build and maintain internal documentation (SOPs, KBs, onboarding checklists)
- Help test and evaluate new tools (AV, backup, RMM features, etc.)
- Assist with operational busy work (reboots, agent checks, monitoring follow-ups)
- Help the owner build a scalable backend with repeatable workflows
Skills & Experience Needed:
-
Minimum 4 Years working in an MSP envirnment
- Fluency in English is MANDATORY (this will be tested!)
- Confident support with Windows desktop support (10/11)
- Strong familiarity with Office 365 user/admin tasks
- Experience troubleshooting backups, printers, and common helpdesk issues, a reasonable understanding of networking, and minor CLI/scripting
- Comfortable using tools/platforms PSA, RMM, Vendor support portals, etc., highly recommended (but willing to train)
✅ Bonus Points:
- Familiarity with Acronis, Bitdefender, Proofpoint, Webroot, Guardz, Keeper, and the sort
- Ability to write clean documentation for repeatable processes
- Basic server comfort (Event Viewer, RDP, task scheduler, services)
What You’re Like:
- You’re self-driven but like having daily check-ins to stay on track
- You don’t need 50 tickets a day to stay productive
- You want to be part of something small that’s growing — not just another cog