Technical Support Specialist (MSP)

The Technical Support Specialist (MSP) role supports small and mid-size business clients with remote and onsite IT assistance across Southern New Jersey and the Tri-State region. This position combines helpdesk ticket work with administration of Microsoft 365 cloud services, Windows environments, and networking and infrastructure projects.

Role Overview

As part of an MSP-focused team, you will handle helpdesk requests, diagnose and resolve technical issues, and assist with scheduled projects and escalations. Responsibilities include monitoring systems through RMM and related tools, deploying and supporting Windows workstations and servers, and troubleshooting network infrastructure components such as switches, firewalls, WAN connectivity, and WiFi.

Key Responsibilities

• Provide helpdesk support and manage client tickets
• Diagnose and resolve issues using phone support, remote tools, and onsite visits
• Deliver onsite support for escalations and scheduled project work
• Support and administer Microsoft 365 environments, including Azure / Entra ID, Exchange Online, SharePoint, OneDrive, and Microsoft Teams
• Deploy and support Windows workstations and servers
• Monitor systems using RMM and monitoring platforms
• Troubleshoot network infrastructure, including switches, firewalls, WAN connectivity, and WiFi
• Perform hardware installs, workstation deployments, and upgrades
• Maintain clear technical documentation and detailed ticket notes

Required Qualifications

• Minimum 1 year experience working at a Managed Service Provider (MSP)
• Experience supporting Microsoft 365 in a business environment
• Strong troubleshooting and diagnostic skills
• Previous onsite support experience
• Experience with CAT5 / CAT6 network cabling
• Excellent phone communication and customer service skills
• Ability to manage multiple tickets and priorities
• Strong documentation and communication skills
• Comfort supporting modern Microsoft 365 environments
• User management and licensing
• SharePoint and OneDrive permissions
• Microsoft Teams configuration and troubleshooting
• Exchange Online mailbox management
• Azure / Entra ID user and device management
• Microsoft 365 administration basics
• Reliable vehicle for occasional onsite client visits
• Smartphone with internet access
• Ability to lift up to 50 pounds
• Participation in on-call rotation approximately every 4–5 weeks
• Professional appearance and business-appropriate attire
• CompTIA A+ or Network+ certification required
• Mount Laurel, NJ 08054 (Required)
• 25% (Required)
• Work Location: In person

Preferred MSP Skills

• Experience working in a ticket-based MSP support environment
• Familiarity with RMM platforms
• Experience working with multiple customer networks
• Firewall and network troubleshooting experience
• Experience documenting environments and procedures
• Ability to prioritize tickets and manage workload in a fast-paced MSP

Technologies

• Microsoft 365, Azure, Entra ID
• Exchange Online, SharePoint, OneDrive
• Microsoft Teams
• Windows
• RMM
• CAT5, CAT6, WiFi, WAN

Compensation and Location

• Location: Mount Laurel, NJ (hybrid)
• Pay: USD 26 - 29 per hourly

Education: Associate degree or technical certificate preferred.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Schedule

• Monday – Friday
• 8:00 AM – 5:30 PM
• Occasional evening or weekend project work scheduled in advance