Technical Support Specialist - MSP (Client-Facing) - (HR31682DM)

Job Title: Technical Support Specialist - MSP (Client-Facing)
Location: Remote (EST Time Zone)
Salary Range: up to 2400 USD

Work Schedule: Monday - Friday, 8:00 AM to 4:30 PM (EST)

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Sagan provides a high-performance remote work environment, ensuring access to world-class opportunities for top-tier professionals.

About the Company:

Sagan represents a fast-paced, client-first Managed Service Provider (MSP) specializing in IT support for small and mid-sized businesses. The company prides itself on tight-knit teamwork, fast turnaround times, and a high standard of professionalism and customer care.

Position Overview:

We're looking for a reliable and resourceful Technical Support Specialist to serve as the first point of contact for client IT issues via live phone support. This role blends Tier 1 technical knowledge with Tier 2 triage skills and requires outstanding communication, documentation, and customer service. The right candidate will be comfortable solving a wide range of IT issues, escalating when necessary, and thriving in a collaborative, high-volume environment.

Key Responsibilities:

• Deliver real-time IT support to clients primarily via phone, with follow-up via email and remote access
• Triage, troubleshoot, and resolve technical issues involving hardware, software, and network systems
• Escalate complex incidents to higher-tier technicians and document all steps taken
• Configure and maintain IT environments, including endpoints, networking equipment, and Microsoft 365 tools
• Contribute to root cause analysis and offer long-term solutions to recurring issues
• Ensure consistent, high-quality client communication with a strong focus on clarity and follow-through
• Collaborate closely with peers to ensure shared success and learning

Qualifications:

• 2-4 years of experience in IT support or technical services.
• A high school diploma or equivalent is required, with post-secondary education in IT or a related field considered a plus.
• Strong customer-facing communication skills: clear, professional, and responsive.
• Proficiency with Windows OS, Microsoft 365, Active Directory, and VPN setup/troubleshooting.
• Familiarity with network configurations (VLANs, firewalls, wireless).
• Experience with help desk/ticketing tools and remote support software.
• Ability to work independently while staying aligned with team processes and documentation.
• Proficient in English, both spoken and written.

Nice-to-Haves:

• Experience working at a Managed Service Provider (MSP).
• Industry certifications (e.g., CompTIA Network+, Security+, Microsoft Azure Fundamentals).
• Familiarity with backup systems and disaster recovery.
• Exposure to virtualization tools (VMware, Hyper-V).
• Knowledge of cloud platforms like Azure or AWS.

Resume Submission Guidelines:

💡To help us review your application efficiently, please submit your resume in text-based PDF format only.

🔸Avoid uploading scanned documents, image files (JPG/PNG), or Word documents (DOC/DOCX) format to prevent your application from being overlooked.

📍Important: For timely processing, both your resume and introductory video must be submitted in English.