Job Overview

Our client is seeking a Senior MSP Technical Support Lead to own day-to-day MSP service delivery across customer environments, including desktop, server, network, Microsoft 365, managed devices, remote support, infrastructure, and retail technology. In this role, you will be accountable for support operations, ticket quality, SLA control, escalation discipline, and customer communication from first contact through to resolution or handover. You will lead the MSP division, maintain queue visibility, coordinate Tier 1 and Tier 2 support, and drive continuous improvement across client operations.

Schedule

Monday - Friday, 6:00 AM - 3:00 PM PH Time, with 1 hour unpaid break (40 work hours per week)

Responsibilities

• Lead the MSP division day-to-day, maintaining queue visibility, ticket triage, customer updates, SLA control, and escalation discipline.
• Provide Tier 1 and Tier 2 technical MSP support across Microsoft 365, desktop, server, network, endpoint, infrastructure, and retail technology environments (including POS, Linkly, and EFTPOS).
• Configure, monitor, maintain, troubleshoot, stage, and remotely install customer IT equipment and environments.
• Coordinate support projects, staging, onsite technical work, implementation tasks, quality checks, and delivery handovers.
• Document customer environments, users, systems, configuration details, playbooks, knowledge base content, and BAU handover requirements.
• Maintain PSA system accuracy for tickets, priorities, statuses, time entries, customer notes, and project activity as the single source of truth.
• Build internal and customer-facing reports on SLA performance, ticket volume, backlog, recurring issues, capacity, and proactive recommendations.

Requirements

• Clear verbal and written English communication skills with the ability to explain technical details professionally to customers and internal teams.
• Strong customer service experience with demonstrated ownership, follow-up, and professional communication skills.
• Proven IT helpdesk or MSP support experience in a customer-facing environment.
• High proficiency with Microsoft applications, server administration, networking, and infrastructure support.
• Demonstrated experience with system maintenance, troubleshooting across general IT operations, and driving fault finding to root cause independently.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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