IT Support Technician (Remote)

About the role

We are looking for an IT Support Technician to deliver responsive remote assistance across multiple client environments. You will manage daily service tickets, perform routine Microsoft 365 and Google Workspace administration, and document escalations for complex issues.

Key responsibilities

• Receive, prioritize, troubleshoot, document and resolve support requests using ConnectWise RMM/PSA.
• Provide remote assistance via ConnectWise tools, maintain accurate ticket notes and time entries.
• Administer Microsoft 365 tasks such as user onboarding/offboarding, license management, MFA support, shared mailboxes and Teams.
• Administer Google Workspace tasks including user accounts, groups, licenses and Drive permissions.
• Troubleshoot Windows 10/11 desktops, Office apps, browsers, peripherals and software updates.
• Support basic Windows Server and Active Directory functions and diagnose network connectivity issues (Wi‑Fi, VPN, DNS, DHCP).
• Monitor RMM alerts, backup and endpoint protection notifications, and follow security procedures for identity verification and incident escalation.

Required profile

• 2–4 years of hands‑on IT support experience, preferably in an MSP or service‑desk setting.
• Practical experience with Microsoft 365 and Google Workspace administration.
• Strong Windows desktop troubleshooting skills and familiarity with Windows Server and Active Directory.
• Excellent written and verbal English fluency.
• Ability to manage concurrent tickets, meet response targets and communicate technical issues clearly to non‑technical users.

Required skills

• ConnectWise RMM and ConnectWise PSA
• Microsoft 365 administration
• Google Workspace administration
• Windows 10/11, Windows Server, Active Directory
• IP addressing, DNS, DHCP, Wi‑Fi, VPN troubleshooting
• Basic PowerShell scripting
• Familiarity with Intune, Entra ID, Defender, SharePoint, Teams (optional)
• Mac support, Fortinet, Ubiquiti, Sophos, Datto, Axcient (optional)