Job Description
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.
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.
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.
