Technical Support Representative

• Deliver remote and onsite technical support to a range of clients
  

• Troubleshoot Windows OS, macOS, Microsoft 365, and various business applications
  

• Administer Microsoft 365 services (Exchange, SharePoint, OneDrive, Device Management)
  

• Manage Active Directory (On-Prem, Azure AD, Hybrid)
  

• Perform onsite visits to install/configure computer and networking equipment
  

• Liaise with third-party vendors for escalation and resolution
  

• Maintain accurate documentation in IT Glue
  

• Log and track all support issues using ConnectWise Manage
  

• Participate in ongoing training and certification programs (Microsoft, Sophos, Datto, Fortinet, etc.)
  

• Excellent time management and attention to detail
  

• Proactive, dependable, and self-motivated
  

• Always presentable, punctual, and professional
  

• Strong desire to grow technically and be part of a high-performing team
  

• Able to work independently and collaboratively
  

Requirements

• Minimum 1-3 years' experience in an MSP support role
  

• Excellent troubleshooting skills on Windows 10/11 (Desktop) and Microsoft 365 admin portals
  

• Comfortable supporting a variety of business apps (MS Office, MYOB, Dropbox, Adobe CC, etc.)
  

• Strong grasp of networking concepts (DHCP, DNS, LAN/WAN/WLAN)
  

• Experience with ConnectWise Manage PSA and RMM tools (preferred)
  

• Familiarity with backup technologies (Datto/StorageCraft) and antivirus solutions (Sophos, Defender)
  

• Linux/Unix knowledge is a plus but not required
  

• Confident communicator with excellent end-user support and phone etiquette
  

• Ability to handle peripheral troubleshooting (printers, scanners, webcams, etc.)
  

Benefits