IT MSP Level 1/2 Technician

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: TYPE OF WORK

Full Time

: SALARY

$960/month

: HOURS PER WEEK

40

: DATE UPDATED

Oct 15, 2026

JOB OVERVIEW

We are hiring a full-time, experienced technical support professional to support our U.S.-based customers across managed IT, cloud services, business communications, VoIP, and emerging AI technologies.

This is not an entry-level help desk position. We are specifically looking for an experienced technician who already has a strong foundation in computers, Windows, Microsoft 365, networking, troubleshooting, and customer support. Experience with business telecommunications, VoIP, SIP, cloud PBX systems, or related communications technologies is especially valuable.

We are offering compensation at the experienced/expert level because we want someone who knows how to troubleshoot problems, think independently, communicate professionally with customers, and take ownership of issues through resolution.

Our company has nearly 30 years of experience in managed IT and cloud services. MSP support remains an important part of our business, but the next generation of the company is increasingly focused on Cloudspire Voice and Cloudspire AI. The person joining our technical team will work across both sides of the business.

### Primary Responsibilities

- Provide Level 1 and Level 2 help desk and technical support
- Troubleshoot Windows desktops, applications, connectivity, printers, email, and general end-user issues
- Administer and troubleshoot Microsoft 365 environments
- Use NinjaOne RMM for endpoint monitoring, management, remote access, patching, and support
- Manage SentinelOne endpoint security, including reviewing alerts and assisting with threat mitigation
- Troubleshoot networking issues involving TCP/IP, DNS, DHCP, VPNs, routers, firewalls, Wi-Fi, and general connectivity
- Work extensively within our ticketing system while following documented procedures, priorities, escalation requirements, and service standards
- Document troubleshooting, changes, customer communications, and resolutions thoroughly and accurately

### VoIP & Cloud Communications

Telecommunications is an increasingly important part of this position. You will support our Cloudspire Voice platform and work with business-class VoIP systems, including:

- VoIP and SIP troubleshooting
- Cloud PBX administration
- Phone provisioning and configuration
- Extensions, users, hunt groups, auto attendants, call queues, and call routing
- Troubleshooting call quality, registration, connectivity, and signaling issues
- Number provisioning and related telecom support
- Supporting physical phones, softphones, and mobile applications
- Working directly with customers to diagnose and resolve communications problems

Strong prior VoIP, SIP, PBX, UCaaS, or telecommunications experience will be highly valued.

### AI & Emerging Technology

Cloudspire AI is one of the fastest-growing areas of our business. Prior AI experience is **not required**, but it is a significant advantage.

The technician will have an opportunity to learn and work with:

- AI voice agents
- AI-powered customer service and communications
- Agent prompting and configuration
- Call flows and automation
- API integrations
- Troubleshooting AI conversations and behaviors
- Connecting AI agents with business systems and communications platforms

We are looking for someone who is interested in learning these technologies rather than someone who wants to remain exclusively in traditional desktop support.

### Customer Service & Communication

Customer satisfaction is extremely important to us.

You will communicate directly with U.S.-based customers by telephone, email, tickets, and remote support sessions throughout the workday. You must be professional, patient, courteous, and confident speaking with customers.

*** Excellent spoken and written English is required. ***

Attention to detail is also critical. Tickets must be documented correctly, instructions must be followed carefully, configurations must be verified, and customer requests must be completed accurately.

### Additional Skills That Can Create Opportunity

We are a small technology company, so people who bring skills beyond their primary role can have opportunities to contribute in other areas.

Experience or interest in any of the following would be considered a significant bonus:

- Technology sales or pre-sales
- Conducting product demonstrations
- Customer relationship management
- Business development
- Lead generation
- Digital marketing
- Social media or LinkedIn outreach
- Helping identify additional services that would benefit an existing customer

These skills are **not requirements for the position**. Technical ability and customer support come first. However, someone who combines strong technical knowledge with communication, business, or sales ability could become especially valuable as the company grows.

### The Person We Are Looking For

We want an experienced technician who can investigate a problem rather than immediately escalate it.

The right person should be comfortable moving between a Windows computer problem, a Microsoft 365 issue, a network problem, a VoIP call-routing issue, and a Cloudspire configuration during the same day.

You should be:

- Technically experienced and naturally curious
- Strong at troubleshooting and problem solving
- Comfortable working independently
- Extremely attentive to detail
- Organized with tickets and documentation
- Dependable and consistent
- Professional with customers
- Interested in VoIP, communications, cloud technology, and AI
- Willing to continue learning as our products and technology evolve

We are looking for someone who wants a stable, long-term position and who can become an important member of our technical team.

### Schedule

This is a full-time, fully remote position supporting U.S.-based customers.

**Monday through Friday**
**8:00 AM to 5:00 PM U.S. Eastern Time**

Reliable attendance and availability during these hours are essential.

SKILL REQUIREMENT

Technical Support Customer Service Helpdesk Support

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IT MSP Level 1/2 Technician

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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