Tech Support Specialist

NeoWork is seeking a Tech Support Specialist to provide Tier 1 and Tier 2 remote help desk support in a structured, client-driven environment. This role involves handling day-to-day ticket triage, resolving desktop and user-related technical issues, and ensuring accurate documentation in all interactions. The ideal candidate is detail-oriented, disciplined, and thrives in a fast-paced Managed Service Provider (MSP) setting that values precision, reliability, and clear communication.

Key Responsibilities

• Provide remote Tier 1/Tier 2 technical support for client systems and users.
• Manage and triage incoming support tickets, prioritizing tasks based on urgency and business impact.
• Perform user onboarding/offboarding, including account creation and access management in Azure AD / Entra ID.
• Support computer setup, basic troubleshooting, and system updates.
• Document all support actions and resolutions accurately within the ticketing system.
• Collaborate with senior technicians when escalation is required.
• Maintain strong communication and professionalism when interacting with clients.

Requirements

• 1–2 years of experience in technical support or MSP (Managed Service Provider) environments.
• Technical proficiency in Microsoft environments (Azure, Active Directory / Entra ID, Windows desktop support).
• Strong documentation and communication skills in English (both written and spoken).
• Ability to add and remove users, manage basic IT configurations, and follow standard procedures.
• Experience with remote support tools and ticketing systems.

Benefits

• We offer health insurance for contractors
• Holiday Extra Pay
• The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
• This is a 100% home-based position
• We prioritize the mental health of our team members and offer mental health days to support their well-being.
• In addition to the base salary, performance-based incentives are provided.
• There is an annual review and appraisal process in place.
• There are ample opportunities for professional growth and advancement within the company.