Technical Support Specialist II - MSP

About the role

ScalableOS is seeking an experienced Technical Support Specialist II to provide remote Tier 1–2 technical support for US-based clients. This role is responsible for independently diagnosing and resolving technical issues across end-user devices, Microsoft 365, networking, VoIP, backup systems, identity platforms, and cloud applications. The successful candidate will work closely with US-based technical teams and client stakeholders to troubleshoot issues remotely, manage tickets through their full lifecycle, configure client systems, maintain accurate technical documentation, and ensure timely resolution in accordance with service-level expectations. This is a 100% remote position with no client-site travel or physical installation responsibilities. Any work requiring physical access to equipment or client premises will be coordinated with US-based technicians or the client's on-site staff.

Key responsibilities

• Diagnose and resolve Tier 1–2 technical issues involving workstations, iPads, mobile devices, client-server applications, cloud applications, and network devices
• Troubleshoot issues independently with minimal supervision while escalating complex or physical-access issues to senior technical staff
• Perform root-cause analysis and implement solutions that address recurring issues rather than temporary fixes
• Provide clear technical guidance and support to clients through phone, video, chat, and remote-access tools
• Own the complete lifecycle of incidents and service requests within Autotask PSA, from initial triage through resolution and closure
• Prioritize tickets according to established SLAs and business impact
• Maintain clear and accurate ticket documentation, including troubleshooting performed, resolution steps, root cause, and recommended follow-up actions
• Remotely configure and troubleshoot routers, switches, firewalls, and wireless networking equipment through web-based management interfaces
• Configure and troubleshoot cloud-based VoIP systems through administrative portals
• Monitor and manage client backup jobs and backup appliances remotely

About you

• 3+ years of experience in a technical support, helpdesk, systems support, or similar IT role
• Strong hands-on experience providing remote technical support
• Solid understanding of networking concepts, including TCP/IP, DHCP, DNS, VPN, routing, switching, HTTPS, and FTP/SFTP
• Working knowledge of Active Directory and Microsoft Entra ID (Azure AD)
• Experience administering or supporting Microsoft 365 environments
• Experience with remote-access and remote-management technologies
• Experience troubleshooting Windows workstations and business applications
• Strong troubleshooting and root-cause-analysis skills
• Ability to independently manage multiple tickets and priorities
• Strong written and spoken English, with the ability to communicate effectively with US-based clients and technical teams