About this role
This role supports managed clients remotely by diagnosing and resolving end-user issues through a help desk ticketing system. It also involves maintaining Windows Server and Microsoft 365/Exchange environments, monitoring network connectivity, and assisting with onboarding and device management.
Key Responsibilities
- Provide remote end user support for desktops, laptops, printers, mobile devices, and applications
- Respond to help desk tickets and troubleshoot technical problems
- Support Windows Server environments including Active Directory, DNS, and Group Policy
- Administer Microsoft 365 and assist with on-prem Exchange and cloud email environments
- Monitor LAN/WAN connectivity, respond to system alerts, and document troubleshooting steps
Technical Overview
The technician will troubleshoot desktops, laptops, printers, mobile devices, applications, and support Windows Server environments (Active Directory, DNS, Group Policy). They will administer Microsoft 365 (including email, users, and security settings) and assist with on-prem Exchange and cloud email, while responding to alerts from monitoring tools.
Ideal Candidate
The ideal candidate is an IT support professional experienced in a managed service provider environment, delivering remote front-line technical support to end users. They are strong with Windows Server, Active Directory, Microsoft 365, and Exchange, and they communicate clearly with clients via phone, email, and a ticketing system.
Must-Have Skills
Excellent written and verbal communication skillsStrong troubleshooting mindsetComfortable speaking with clients on the phoneExperience with: Windows desktops and serversExperience with: Active DirectoryExperience with: Microsoft 365 / ExchangeUnderstanding of networking conceptsSelf-motivated with the ability to manage multiple tasksAbility to work in a structured MSP environment
Tools & Platforms
help desk ticketing systemMicrosoft 365ExchangeActive DirectoryDNSGroup Policymonitoring toolsLAN/WAN
Required Skills
remote technical supportend user supporttroubleshootinghelp desk ticketsticketing systemWindows ServerActive DirectoryDNSGroup PolicyMicrosoft 365Exchangeon-prem Exchangecloud email environmentsLAN/WAN connectivity monitoringmonitoring toolssystem alertsdevice managementworkstationsmobile deviceshardware installshardware upgradeshardware replacementsdocumentationclient onboarding
Hard Skills
remote technical supportdesktop supportlaptop supportprinter supportmobile device supportapplication supporthelp desk ticketingtroubleshootingWindows ServerActive DirectoryDNSGroup PolicyMicrosoft 365 emailMicrosoft 365 usersMicrosoft 365 security settingson-prem Exchangecloud email environmentsLAN/WAN connectivity monitoringmonitoring toolssystem alerts responsedevice managementconfigure and deploy workstationsconfigure and deploy mobile deviceshardware installshardware upgradeshardware replacementsdocumentationworkflow adherenceclient onboarding supportIT initiatives support
Soft Skills
client-facing communicationexcellent written and verbal communication skillstroubleshooting mindsetcomfort speaking with clients on the phonecustomer serviceclear communication while troubleshootingself-motivationability to manage multiple taskswillingness to learncollaborationworking alongside senior technicians
Keywords for Your Resume
IT Support Specialist IIIIT Support Specialistmanaged service providerMSPsupport deskfront-line technical supportremote technical supporthelp desk ticketsticketing systemtroubleshootingend user supportWindows ServerActive DirectoryDNSGroup PolicyMicrosoft 365Exchangeon-prem Exchangecloud emailLAN/WANmonitoring toolssystem alertsdevice managementworkstationsmobile deviceshardware installshardware upgradeshardware replacementsclient onboarding
Deal Breakers
Comfortable speaking with clients on the phone, Experience with Active Directory, Experience with Microsoft 365 / Exchange, Strong troubleshooting mindset
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