MSP IT Helpdesk / System Administrator
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Summary
Remote Level 2/3 helpdesk and system administrator for a managed services provider (MSP), supporting end users and business clients via phone, email, remote access, and ticketing systems. Core stack: Microsoft 365, VoIP, Active Directory/Azure Entra ID, networking (VPN/DNS/DHCP), FortiGate firewalls, NinjaOne, and ConnectWise.
This is a remote position.
We are looking for an experienced MSP IT Helpdesk / System Administrator to provide technical support to end users and business clients in a Managed Services Provider (MSP) environment. This role involves direct customer contact, troubleshooting complex technical issues, managing escalations, and ensuring timely resolution of IT-related concerns.
Key Responsibilities
- Provide Level 2/3 technical support through phone, email, remote access, and ticketing systems.
- Troubleshoot Microsoft 365, VoIP, Active Directory, Azure Entra ID, and network-related issues.
- Monitor and manage systems using NinjaRMM/NinjaOne and ConnectWise.
- Troubleshoot networking, VPN, DNS, DHCP, and connectivity issues.
- Support and troubleshoot Fortinet FortiGate firewalls.
- Document issues, resolutions, and customer interactions accurately.
- Escalate complex issues when necessary and maintain professional customer communication.
Requirements
- 5+ years of experience in IT Support, Helpdesk, Systems Administration, or similar roles.
- Strong experience with Microsoft 365 and VoIP.
- Knowledge of Azure Entra ID and Active Directory.
- Experience working in an MSP environment is preferred.
- Familiarity with NinjaRMM/NinjaOne, ConnectWise, and FortiGate is a plus.
- Strong troubleshooting, communication, and customer-service skills.
Benefits
- Paid Leaves & Birthday Off: Take time when you need it, and convert unused leave into cash! Plus, enjoy an extra day off on your birthday.
- Comprehensive Health Insurance: Coverage starts from day one and extends to one dependent.
- Performance-Based Salary Increase: Enjoy a raise after regularization.
- Annual Salary Adjustments: We recognize long-term commitment with yearly salary increases.
- Employee Recognition: Be rewarded for your hard work with incentives and recognition.
- Engaging Team Activities: Join in on Family Days, Summer Splash, and other fun events that strengthen the iReply community.