Help Desk Analyst — MSP

Hangar Aviation Technologies, Inc.

Job Overview

Location

Mexico - Monterrey

Job Type

Contract

Full Job Description

📋 Description

• Serve as the frontline support representative for a multi-client MSP environment, resolving end-user IT issues via phone, email, chat, and remote access tools.
• Manage a high-volume ticket queue while adhering strictly to client SLAs, ensuring timely resolution and documentation of all support interactions.
• Troubleshoot and resolve common technical issues including Windows 10/11 operating systems, Microsoft 365 applications, network connectivity, VPN configurations, and printer malfunctions.
• Perform user account administration tasks in Active Directory, Azure AD, and Microsoft 365 Admin Center, including provisioning and deprovisioning access during onboarding and offboarding.
• Maintain accurate and detailed records in the PSA ticketing system (e.g., ConnectWise Manage, Autotask, HaloPSA), documenting all steps taken and outcomes for audit and knowledge-sharing purposes.
• Escalate complex or high-severity issues to senior engineers with clear context, logs, and reproduction steps to ensure swift resolution.
• Assist with client onboarding and offboarding processes by configuring devices, setting up email accounts, and managing access permissions across cloud and on-premises systems.
• Identify recurring technical issues and propose actionable improvements, including the creation or update of knowledge base articles to reduce future ticket volume.
• Communicate technical solutions in clear, non-technical language to non-IT clients, fostering trust and satisfaction in client relationships.
• Maintain consistent availability during Monday–Friday business hours, 8:00 AM – 5:00 PM PST, to ensure reliable coverage for global client operations.
• Adhere to all MSP service delivery protocols, ensuring compliance with security standards and client-specific policies across a diverse portfolio of business clients.
• Participate in the full application process, including the mandatory video submission, which serves as the first step in the interview evaluation.

🎯 Requirements

• Minimum 1 year of Level 1 support experience specifically within an MSP setting
• Proficiency with Windows 10/11, Microsoft 365 suite, and standard business productivity tools
• Hands-on experience with a PSA/ticketing platform (ConnectWise Manage, Autotask, HaloPSA, or similar)
• Working knowledge of networking basics: DNS, DHCP, TCP/IP, VPN configurations
• Availability Monday–Friday, 8:00 AM – 5:00 PM PST
• Excellent interpersonal skills with ability to translate technical issues into plain language for non-technical clients

🏖️ Benefits

• Opportunity to build a long-term, remote career with a fast-growing global company
• Structured, process-driven MSP environment with clear growth pathways
• Competitive pay and real growth opportunities
• Direct exposure to diverse client environments and enterprise IT systems

Skills & Technologies

Azure

Remote

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Hangar Aviation Technologies, Inc.

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About Hangar Aviation Technologies, Inc.

Provider of an online platform that connects aircraft owners and operators with certified pilots and instructors for on-demand charter, rental, training and ferry flights. The marketplace vets pilots, manages scheduling, payment and insurance, giving owners access to qualified crew while enabling pilots to find work across piston, turboprop and jet aircraft nationwide. Based in Austin, Texas, the company serves private owners, flight schools, charter operators and corporate flight departments seeking flexible pilot staffing solutions.

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