MSP IT Helpdesk / System Administrator

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.