Schedule:

• 40 hours per week. Mon-Fri, 9am-6pm PST with 1 hour break | Pacific Time (California)

Client Overview: Join a growing IT Managed Service Provider that serves highly technical clients who appreciate knowledgeable support. They’re expanding their operations with modern tools like Halo PSA and Ninja One RMM, creating opportunities for senior technical professionals to make a direct impact. This role combines immediate client interaction with advanced problem-solving in a dynamic, growth-focused environment.

Job Overview: You’ll handle advanced technical support while providing the immediate responsiveness that sets this MSP apart from competitors. This role is perfect for someone who wants to minimize escalation delays by resolving complex issues at the first point of contact. You’ll work with sophisticated clients who have technical expertise themselves, requiring you to communicate at their level while maintaining the personal touch that drives client satisfaction.

Responsibilities:

• Handle advanced technical troubleshooting beyond basic Level 1 support issues
• Answer phones and create tickets while providing immediate technical resolution
• Manage complex client requests including Google Workspace changes and advanced configurations
• Provide technical support to highly technical clients with sophisticated requirements
• Minimize escalation delays by resolving issues at the first point of contact
• Work with Halo PSA and Ninja One RMM for comprehensive client management (training can be provided)
• Maintain high-level technical communication with demanding client base
• Handle approximately 1 phone call per day and 10-25 support tickets per week with higher complexity

Requirements:

• Minimum 3+ years of Level 2 or senior technical support experience
• Advanced troubleshooting skills beyond basic connectivity and printing issues
• Experience with Google Workspace administration and configuration changes
• Strong technical communication skills for sophisticated client interactions
• Proficiency with PSA and RMM tools (Halo PSA and Ninja One experience preferred)
• Ability to work Pacific Time zone hours with reliable internet connection
• Experience handling complex technical scenarios independently
• Bonus if you have MSP experience or background serving technical client bases

 

Independent Contractor Perks

• HMO Coverage for eligible locations
• Permanent work from home
• Immediate hiring

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