IT Support Specialist, L1 – Manager

🕒 July 2

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Hyremote

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🤝 B2B

🎯 Recruiter

☁️ SaaS

B2B • Recruitment • SaaS

Hyremote is a remote staffing agency that specializes in curating expert offshore teams to help businesses optimize their workforce and enhance productivity. By focusing on skill fit and carefully vetted candidates, Hyremote provides clients with dedicated and qualified employees at a fraction of the cost. With a commitment to sustaining support, growth, and satisfied employees, Hyremote aims to improve the staffing experience and help businesses thrive in a competitive environment.

📋 Description

• Own after-hours service operations, including ticket board reviews, queue management, workload distribution, and technician assignments. • Ensure tickets are acknowledged, updated, documented, and moved according to company standards and SLA expectations. • Identify and resolve stale, stuck, or SLA-risk tickets before service levels are impacted. • Oversee Priority 1 and Priority 2 incidents, serving as the primary escalation point and coordinating response, documentation, and resolution. • Verify technician attendance and availability at the start of each shift. • Provide real-time coaching, technical guidance, and operational support to technicians throughout the shift. • Support team performance through one-on-ones, performance discussions, hiring, onboarding, training, and documentation. • Ensure adherence to SOPs, documentation standards, and operational best practices. • Identify recurring issues, bottlenecks, and process improvement opportunities, partnering with leadership on root-cause analysis and service quality initiatives. • Prepare clear end-of-shift handoffs for unresolved tickets and incidents.

🎯 Requirements

• Minimum of 2 years of hands-on experience in IT support within an MSP environment is required. • Must have experience handling escalated IT support tickets. • Experience in management, team leadership, training, or coaching is preferred. • Well-rounded in a Windows environment, including Active Directory, Microsoft 365, DNS, Windows Server administration, Networking Diagnostics, local and cloud file recovery, drive mapping, diagnosing internet outages. • Able to provide clear, professional support over voice and chat, including assisting VIP or priority users when needed. • Careful and accurate when handling ticket documentation, user access, drive mapping, system changes, SOPs, and routine updates.

🏖️ Benefits

• Enjoy preset salary growth and weekly salary payments. • 100% work-from-home flexibility.