Part-time IT Support Technician

This is a remote position.

IT Support Technician
MSP (Microsoft 365, Active Directory, N-able N-sight RMM)

Remote | Philippines | Part-Time (20 hrs/week) | Php 30,000 – 40,000/month | 5:00 AM – 9:00 AM PHT, Mon–Fri (8:00 AM – 12:00 PM NSW, Australian business hours) | Long-Term Remote Role

If you’re a high-performing IT support technician who stays calm on a live support call, works to the clock on SLAs, and writes things down so others can follow them, and you want to work with a growing Australian managed service provider that values strategic impact over simple task completion — keep reading.

This isn’t a role for a “close the ticket and move on” technician who needs every step spelled out.

This is a focused, outcome-driven position where you’ll be the first responder for an MSP’s clients during the morning support window, resolving issues within agreed service levels and building the documentation that lets the business scale.

Why This Is a Dream Job

You’ll be working directly with the founders of a young, fast-growing Australian MSP who:

• Champions Innovation: Runs a modern MSP stack (N-able N-sight RMM, TeamViewer, Microsoft 365, cloud services) and wants your ideas on scripts, checklists and RMM automations that cut repeat issues.
  
• Values Your Growth: Supports relevant certifications and continued learning (e.g. Microsoft 365 or cloud), allocates training time on tools you haven’t used yet, and gives you a dedicated Success Manager (CSM) for performance coaching.
  
• Respects Your Expertise: Wants a technician who owns the support window and brings a resolution plan, not someone waiting to be told each step.
  
• Builds Stability: Is looking for a long-term team extension, with the option to move from part-time to full-time after the first three months based on workload and performance.
  
• Includes Benefits: Health insurance (HMO) is included from day one.
  

You’ll get career transformation, direct visibility with the business owners, and the chance to shape how a growing MSP runs its support, without being stuck as an anonymous seat on a large helpdesk.

What You’ll Be Owning

This is a core first-line support role covering live phone support, email requests, user administration and routine infrastructure maintenance for clients that are mostly accounting firms and nonprofits. You aren’t just resetting passwords; you’re triaging every request against clear SLAs, keeping clients informed, escalating smartly, and turning rough notes into proper SOPs.

You’ll take the lead on:

• Live Phone & Email Support: Handling urgent calls (helping the customer live where possible) and email requests through a structured triage flow: review within 10 minutes, resolution plan or escalation within 15 minutes, implement, inform the customer, log a timesheet.
  
• SLA-Driven Resolution: Meeting acknowledgment and resolution targets across Critical (15 min / 1–1.5 hrs), Non-Critical (30 min / 2–4 hrs) and Non-Urgent (1 hr / 4–6 hrs) requests.
  
• User Lifecycle Management: Onboarding and offboarding users in Active Directory and Microsoft 365.
  
• Desktop, Network & Printer Troubleshooting: Resolving everyday end-user issues remotely via N-sight RMM and TeamViewer.
  
• Daily Maintenance: Running server, email and Microsoft 365 maintenance checks, and raising and tracking tickets with cloud providers for affected clients.
  
• Documentation & SOPs: Turning existing rough documentation into written SOPs for the most frequent request types, so a second technician could be onboarded from them.
  
• Continuous Improvement: Spotting recurring issues and proposing a script, checklist or RMM automation that measurably reduces repeat problems or resolution time.
  

Requirements

This Role Is a Great Fit If You:

• Are a Mid-Level Support Pro: You have solid IT support experience, ideally within an MSP or supporting multiple client environments.
  
• Thrive on Live Support: You’ve handled live phone support and email ticket queues against defined SLAs, and stay composed with frustrated users.
  
• Know the Microsoft Stack: You have hands-on experience with Active Directory user management, Microsoft 365 administration, and Windows server and email system maintenance.
  
• Troubleshoot Methodically: You resolve desktop, network and printer issues and can clearly explain the solution. Expect real-world scenario questions in the interview.
  
• Can Script and Speak Cloud: You have working knowledge of scripting (e.g. PowerShell) and foundational cloud knowledge.
  
• Have Used an RMM: You’ve worked with an RMM platform (N-able N-sight preferred, comparable tools accepted) and remote-access tools such as TeamViewer.
  
• Respect Access Boundaries: You work strictly within the access you’re given and handle sensitive client data with care.
  
• Are High-Accountability: You don’t need to be chased for updates. You’re reliable, log your work consistently, and own your mistakes as much as your wins.
  
• Communicate with Clarity: You explain technical issues plainly to non-technical staff by phone and in writing, and you document procedures by habit.
  
• Can Commit to the Schedule: You’re self-directed and available for an early-morning shift aligned to Australian business hours.
  

Genuine differentiators (not requirements): Experience supporting accounting firms or nonprofits.

What Success Looks Like

After 60–90 Days:

• SLAs Are Met: You’re consistently acknowledging and resolving client requests within service levels across every priority, backed by timesheet and ticket records.
  
• Triage Is Second Nature: Every phone and email request follows the triage flow, and no request is left without a clear next step.
  
• The Support Window Is Yours: You independently own first-line support, user on/offboarding and routine server, email and Microsoft 365 maintenance, with the founders involved only for escalations and site visits.
  
• Documentation Is Built: Written SOPs cover the most frequent request types and form a library a second technician could learn from.
  
• Trust Is Earned: You flag recurring issues and SLA risks before they become client problems, and you’ve proposed at least one concrete improvement to how support runs.
  

Final Word

If you’ve ever thought:

“I’m a solid, reliable technician who’s great with clients and good at fixing things. I just want a team that gives me real ownership, clear SLAs, and room to grow into a bigger role.” This is that role.

Let’s build long-term success — together.