MSP Technical Support Specialist

The role

This Entry-Level IT Support Specialist will serve as the first point of contact for inbound technical support requests. You will work in a ticket-driven, SLA-focused MSP environment to diagnose and troubleshoot hardware, software, and networking issues.

What you will 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, and simple network troubleshooting under guidance.
• Document all interactions, steps taken, and resolutions thoroughly in the PSA/ticketing system.
• 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.

Before you apply

• Complete the application form in full.
• You will be required to record a video.
• If you do not record a video, we will not be able to consider you for ANY open roles.

About the company

Hire Hangar connects top talent with vetted employers, competitive pay, and real growth opportunities.