Help Desk Support Technician - MSP

Mexico - Monterrey, Argentina - Buenos Aires, Brazil - Rio de Janeiro, Brazil - São Paulo, Panama - Panama City, Peru - Lima, Columbia - Bogotá, Columbia - Medellín, Morocco - Rabat, Morocco - CasablancaRemotecontractmid

OtherSupport Technician

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Quick Summary

Requirements Summary

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.

Technical Tools

OtherSupport Technician

Join Hire Hangar and work with fast-growing global companies while building a long-term, remote career.

Responsibilities

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Receive, triage, and respond to inbound support tickets via phone, email, and ticketing platform within defined SLA windows.
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Assist in diagnosing and troubleshooting basic hardware, software, networking, and connectivity issues for end users.
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Support remote desktop sessions, basic account management tasks (Active Directory / Azure AD), and simple network troubleshooting under guidance.
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Document all interactions, steps taken, and resolutions thoroughly in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA).
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Escalate complex or unresolved issues to senior engineers with clear, detailed handoff notes.
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Assist with user onboarding and offboarding tasks including device setup and access provisioning.
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Contribute to the internal knowledge base by documenting common fixes and workarounds.
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Maintain professionalism and clear communication throughout the support lifecycle.

Requirements

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A genuine passion for IT and a strong desire to grow within a Managed Services Provider (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.
Availability Monday–Friday, 8:00 AM – 5:00 PM PST.

Nice to Have

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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.

Please NOTE It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps — the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.

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