Remote IT Support Technician - (Tier 1/2 Field Engineer)

World Network Systems (WNS) is an MSP supporting a diverse client base that includes hospitality properties (hotels), nonprofits, and other multi-location organizations across several states. We’re looking for a Tier 1/2 IT Support Technician to join our helpdesk team and serve as dedicated backup support for one of our senior field engineers, with room to grow into a permanent support role.

About the Role

You’ll provide remote and occasional on-site IT support across a portfolio of client sites, handling day-to-day helpdesk tickets ranging from account management to hardware troubleshooting to light networking. This is a high-volume, high-variety role supporting dozens of active client accounts with diverse systems and needs.

What You’ll Do

• Administer Microsoft 365/Exchange: mailbox provisioning and deprovisioning, password resets, MFA setup, distribution lists, shared mailboxes, license management, and email delivery troubleshooting
• Process new-hire onboarding and employee terminations: computer imaging, domain join, profile/file migration, and account deprovisioning
• Support hospitality-industry systems such as property management/POS software, payment terminal software, and door lock/key encoder systems
• Troubleshoot general hardware and peripherals: printers, laptops, desktops, network switches, and VoIP phones
• Provide basic network and security support: firewalls, VPN, antivirus/EDR deployment, and security monitoring tools
• Set up and monitor backup systems
• Document all work clearly and consistently in our ticketing system
• Support multiple client sites remotely across several U.S. states

Required Qualifications

• 1–3 years of help desk or MSP experience (Tier 1–2)
• Strong hands-on experience with Microsoft 365 Admin Center / Exchange Online
• Windows 10/11 desktop troubleshooting and Active Directory fundamentals
• Comfortable managing a high-volume ticket queue across many unrelated client accounts
• Strong written communication skills — most support is client-facing via email
• Reliable, self-directed, and able to prioritize across competing client needs

Preferred Qualifications

• Hospitality industry IT experience (property management or POS systems)
• Google Workspace administration experience
• Familiarity with antivirus/EDR platforms and backup software
• Prior MSP experience supporting nonprofit or multi-location clients