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TYPE OF WORK
Part Time
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WAGE / SALARY
1000
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HOURS PER WEEK
20
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DATE UPDATED
Dec 4, 2025
Job Title: Part-Time MSP Support Technician
Location: Remote — USA
Company: TechProc LLC
Job Type: Part-Time or Full-Time (20–40 hours/week, flexible)
Position Overview
TechProc LLC is seeking a competent Tier 1–2–3 MSP Support Technician to fully assume and manage the technical responsibilities previously handled by Jonathan Ayala. This is a mission-critical role for supporting our clients, strengthening our service operations, and maintaining high-quality standards across all technical environments.
Documentation is the #1 priority in this role — every action must be recorded, standardized, and consistently updated in HUDU and HaloPSA.
This position requires deep familiarity with Microsoft Intune, Microsoft 365 Admin Center, NinjaOne, HaloPSA, Axcient, Liongard, and enterprise-level MSP processes.
Key Responsibilities
? Critical Priority — Documentation Excellence (Tier 1–3)
The technician must treat documentation as a core deliverable. Responsibilities include:
Producing high-quality, structured, accurate, and complete documentation in HUDU for:
Client environments
Network mappings
Intune configurations
365 settings & security baselines
Backup workflows (Axcient)
Onboarding/offboarding procedures
Documenting every ticket, every change, every configuration with:
Step-by-step notes
Root cause analysis
Screenshots where appropriate
Clear next steps or escalation paths
Maintaining living SOPs and updating operational processes continuously.
Ensuring no undocumented changes occur within client environments.
Documentation discipline is a mandatory requirement, not optional.
Tier 1–2–3 Technical Responsibilities
Tier 1
Troubleshoot end-user issues (Windows, O365, SaaS apps, printers, network access)
Basic password/account resets, MFA troubleshooting, onboarding/offboarding
Tier 2
Manage and administer:
Microsoft 365 Admin Center (licensing, mailbox issues, user management)
Intune (device enrollment, compliance policies, app deployments, baselines)
NinjaOne RMM (monitoring, scripts, automation tasks, remediations)
Axcient (backup health, restore requests, disaster recovery preparation)
Apply intermediate troubleshooting for:
Endpoint security
Conditional Access
Email
365/SharePoint/Teams
Implement Microsoft security best practices
Perform recurring MSP tasks: patching, alerts, checks, backup verification
Tier 3
Advanced troubleshooting across:
Intune device management failures
Complex Microsoft 365 issues
Azure AD / Entra ID identity configurations
Conditional Access, security alerts, identity protection
Deep dive ticket escalations that require root-cause analysis
Assist with advanced firewall/network tasks (Fortinet):
Reviewing logs
Policy adjustments
Troubleshooting connectivity issues
Working with senior engineers on escalations
Lead new client onboarding technical tasks:
Baseline documentation
Assessments of infrastructure
Intune + M365 setup and alignment to standards
MSP Operational Tools Used Daily
The technician must be proficient with:
HaloPSA (service desk, workflows, time tracking, ticketing, escalation)
NinjaOne RMM (monitoring, remediation, automation)
Liongard (environment intelligence, system auditing)
HUDU (documentation — primary tool, highest priority)
Axcient x360Recover (backup monitoring, recovery tasks)
Microsoft Intune (endpoint management)
Microsoft 365 Admin Center (identity, security, mail flow, licensing)
Fortinet FortiGate (basic Tier 3 support & escalation review)
Preferred Qualifications
2+ years MSP experience in Tier 1–2–3 environments
Deep proficiency with Intune, Microsoft 365, HaloPSA, NinjaOne, Liongard, Axcient, HUDU
Strong understanding of Azure AD (Entra), Exchange Online, SharePoint, Teams
Exceptional written communication — especially documentation quality
Ability to independently manage workloads and follow established SOPs
Customer-first mindset with professionalism and reliability
Working Hours & Flexibility
20–40 hours/week
