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MSP Technical Support Specialist

Hangar Aviation Technologies, Inc.

Job Overview

Location

Mexico - Monterrey

Job Type

Contract

Full Job Description

📋 Description

• Serve as the first point of contact for a high volume of inbound technical support requests via phone, email, and ticketing platforms within defined SLA windows.
• Triage, prioritize, and resolve technical issues related to hardware, software, networking, and connectivity for end users across multiple client accounts.
• Perform remote desktop support to diagnose and remediate user issues in real time.
• Manage user account provisioning and deprovisioning using Active Directory and Azure AD.
• Conduct basic network troubleshooting including DNS, DHCP, VPN, and firewall configuration issues.
• Document all support interactions, resolutions, and recurring problems thoroughly in PSA/ticketing systems such as ConnectWise, Autotask, or HaloPSA.
• Escalate complex or unresolved issues to Tier 2/3 engineers with clear, detailed handoff notes and supporting documentation.
• Execute user onboarding and offboarding tasks including device setup, access control, and license assignment.
• Contribute to the internal knowledge base by capturing common fixes, workarounds, and step-by-step solutions.
• Maintain professional, clear, and client-focused communication throughout the entire support lifecycle.
• Adhere strictly to Monday–Friday, 8:00 AM – 5:00 PM PST schedule for shift coverage.
• Work in a ticket-driven, SLA-focused Managed Services Provider (MSP) environment with high accountability and response time expectations.
• Utilize RMM platforms to monitor and manage client systems proactively.
• Ensure compliance with client-specific policies and security protocols during support engagements.
• Collaborate with internal teams to improve response efficiency and reduce ticket recurrence through root cause analysis.
• Maintain accurate records of all support activities to ensure audit readiness and service quality.
• Respond to urgent client issues with urgency while maintaining calm, solution-oriented communication.
• Apply technical knowledge of Windows 10/11 and Microsoft 365 applications to resolve common end-user problems.
• Identify patterns in support tickets to help inform proactive system improvements and client training materials.

🎯 Requirements

• Technical support experience in a Managed Services Provider (MSP) environment is mandatory.
• Demonstrated ability to manage and resolve high volumes of support tickets efficiently.
• Solid working knowledge of Windows 10/11, Microsoft 365, and common business applications.
• Familiarity with PSA tools (ConnectWise, Autotask, or equivalent) and RMM platforms.
• Understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN, and basic firewall concepts.
• Strong written and verbal communication skills with a client-first mindset.
• Availability Monday–Friday, 8:00 AM – 5:00 PM PST.

🏖️ Benefits

• Remote work opportunity with global clients.
• Long-term career growth within a fast-growing company.
• Competitive pay structure.
• Real growth opportunities with vetted employers.

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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