Job description
We are seeking a proactive and customer-focused Fractional MSP IT Support Specialist to join our global, remote team. This part-time, homebased role is designed for a reliable professional who can deliver high-quality IT assistance across multiple time zones. As a member of Outsourced Quality Assured Services Inc., you will provide support for end users, resolve incidents, and help maintain operational technology environments for our international clients. This position offers flexible hours, exposure to enterprise-grade tools, and opportunities to grow within a fast-paced MSP-focused environment.
In this role, you will act as a trusted point of contact for IT-related inquiries, triaging and resolving issues with a focus on timely communication and customer satisfaction. You’ll work with Windows and macOS endpoints, Microsoft 365, VPN and remote access technologies, and basic networking concepts. You’ll participate in standard MSP processes, including incident, problem, and change management, while ensuring adherence to service level agreements (SLAs) and security best practices. The position supports a remote-first culture and requires disciplined time management and clear written and verbal communication.
Ideal candidates are curious, self-driven, and comfortable working independently from a home office. If you enjoy solving technical challenges, collaborating with a global team, and delivering dependable IT support to a diverse user base, this opportunity offers meaningful responsibility and room to grow within our outsourced IT services organization.
Responsibility
- Provide remote IT support to a global client base, handling incidents and service requests through a ticketing system.
- Troubleshoot hardware, software, and network issues on Windows and macOS environments with a focus on rapid restoration of service.
- Manage user accounts, permissions, and onboarding/offboarding tasks using AD/Azure AD and related tools.
- Support MSP processes including incident, problem, change, and service request management to meet agreed SLAs.
- Configure and troubleshoot remote access solutions (VPN, RDP) and cloud services (Office 365, Google Workspace) for end users.
- Perform proactive monitoring, routine maintenance, backups, and security updates to prevent incidents.
- Communicate clearly with non-technical users, providing professional, customer-focused support and timely updates.
Qualification
- 1-3 years of IT support, help desk, or MSP experience in a remote or hybrid environment.
- Strong working knowledge of Windows and macOS, Microsoft 365, and common collaboration tools.
- Familiarity with Active Directory/Azure AD and basic networking concepts (VPN, DNS, IP, ports).
- Experience with ticketing systems (Zendesk, Freshdesk, ServiceNow) and SLA-driven support.
- Excellent communication skills, customer service mindset, and ability to work independently in a home-based role.
- Proactive problem-solver who can manage multiple tasks with strong time management.
- English proficiency and ability to document issues and resolutions clearly for knowledge base use.