IT Support Engineer - ConnectWise (MSP)

L1 IT Support Engineer – ConnectWise & MSP Focused

Location: Remote (Must be willing to work EST Time zone)

Type: Full-time

About Us:

A dynamic American-based Managed Service Provider (MSP) committed to delivering high-quality IT support and solutions to our clients. We pride ourselves on efficiency, responsiveness, and exceptional customer service.

Position Overview:

We are seeking an IT Support Technician with experience in ConnectWise RMM, Datto, and MSP environments. You’ll be the first line of support, handling tickets via calls and emails with speed and precision. If you're a proactive problem-solver with strong technical skills, we want to hear from you!

Key Responsibilities:

• Provide Level 1 technical support to clients, troubleshooting IT issues with speed and accuracy.
• Manage tickets effectively via ConnectWise RMM and other ticketing systems.
• Perform backup monitoring, basic networking, and hardware/software troubleshooting.
• Respond promptly to support requests received through phone and email.
• Document all support activities and resolutions.
• Collaborate with senior engineers for escalations when necessary.

Required Skills & Qualifications:

• 2+ years of experience in an MSP environment.
• Proficiency with ConnectWise RMM.
• Solid understanding of Windows OS, basic networking, and IT troubleshooting.
• Fast typing speed – accuracy and speed are key in ticket handling.
• Excellent communication skills, both written and verbal.
• Strong customer service orientation and ability to work under pressure.
• Must be available to work EST hours.
• We're looking to onboard ASAP!