T-CPT-11717 IT Support Engineer Virtual Assistant

Remote WorldwideRemotemid

Customer SupportIt Support Specialist

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Quick Summary

Overview

APPLICATION INSTRUCTIONS: If you’ve already completed the 20four7VA Recruiting Process—including the Final Interview—or have previously been contracted by a 20four7VA Client,

Technical Tools

Customer SupportIt Support Specialist

Provide remote IT support to business clients
Troubleshoot common hardware, software, connectivity, and system issues
Respond to assigned technical support requests and service tickets
Diagnose routine problems and implement approved solutions
Document troubleshooting steps, resolutions, and outstanding issues
Escalate complex technical problems to senior engineers when necessary

Assist with Microsoft 365 user and account administration
Support email, file access, permissions, and related administrative tasks
Troubleshoot Microsoft 365 applications and user-access issues
Assist with routine network and firewall administration
Support basic network connectivity and configuration troubleshooting

Use RMM platforms to monitor and support client systems
Respond to system alerts and identified technical issues
Perform routine remote maintenance and troubleshooting tasks
Follow established MSP monitoring and support procedures
Maintain accurate system notes and technical documentation

Communicate professionally with clients regarding technical issues
Provide updates on assigned support requests
Coordinate with internal technicians and management when needed
Maintain accurate records of completed and outstanding work
Follow client-specific security, confidentiality, and access procedures

Requirements

~1 min read

Technically capable and confident troubleshooting IT issues
Comfortable supporting multiple business clients
Familiar with MSP workflows and remote support environments
Resourceful and able to solve routine problems independently
Strong communicator with a customer-service mindset
Organized and accurate with technical documentation
Able to recognize when issues require escalation

REQUIRED SERVICE: Technical VA
REQUESTED EXPERIENCE TIER LEVEL: Junior, Senior Level
Contracted Hours per Week: 20 hours/week (Potential to increase based on performance)
Daily Working Time: 8:00 AM–12:00 PM ET
Scheduled Working Days: Monday-Friday
REPORTING TO/POC: To Be Determined
Number of VAs: 1
GENDER PREFERENCE: None
LANGUAGES SPOKEN/PREFERENCE: English
ACCENT PREFERENCE: Level A-C (Strong Written English and Professional Communication Required)
REGION PREFERENCES: Any

RMM Platforms
Microsoft 365 / Microsoft Admin Center
Network & Firewall Management Tools
Remote Desktop / Remote Support Software
IT Help Desk / Ticketing Systems
Microsoft Teams / Business Communication Tools

Contracted Hours per Week: 20 Hours (Potential to increase based on performance)
Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
Daily Working Time: 8:00 AM–12:00 PM ET

Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.

Contractors will operate under a Master Services Agreement and a Statement of Work
This is not an offer of employment; contractors are not employees of 20four7VA or any client
All compensation is processed through 20four7VA according to the terms of the engagement