Remote MSP Support Technician (Windows / M365 / Networking) – Fast Response Required (1 hour)

Hi Upwork, I’m the owner of Zitro Technology Solutions, a growing Managed Service Provider (MSP) based in New Mexico. We support small and mid-sized businesses with a strong focus on proactive IT support, security, and exceptional customer service. I’m looking for a reliable, skilled freelance IT technician to support our clients remotely. This role is ideal for someone who thrives in an MSP environment, enjoys solving a wide variety of IT issues, and understands the importance of fast response times and great communication. What You’ll Be Doing You’ll be working directly with client environments to troubleshoot and resolve day-to-day IT issues such as: • VPN connectivity issues • Microsoft 365 support and troubleshooting • Mapped drive and network share issues • Installing and configuring RMM and EDR tools on new systems • Assisting with vendor software installations • Active Directory cleanup and user/computer management • General user support (slow computers, printing issues, etc.) Response Expectations (Very Important) • Initial response to tickets within 1 hour during business hours • Ability to take ownership of issues and either resolve or escalate appropriately • Communicate clearly with clients throughout the process Key Responsibilities • Provide remote support for workstations, servers, and network devices • Troubleshoot Windows 10/11 and Windows Server environments (AD, GPO, file/print, etc.) • Support networking equipment (VPNs, firewalls, switches – Meraki, Ubiquiti, etc.) • Use MSP tools for remote access, monitoring, and documentation (NinjaOne, IT Glue, etc.) • Assist with onboarding new clients and deploying new systems • Perform light scripting/automation (PowerShell preferred) • Deliver professional, empathetic, and high-quality customer support Required Qualifications • Based in the United States (required) • 3+ years experience in IT support, help desk, or system administration • Strong knowledge of: • Windows OS (10/11, Server) • Entra ID, Active Directory & Group Policy • Networking fundamentals (DNS, DHCP, TCP/IP, VPNs) • Excellent communication and customer service skills • Ability to work independently and manage multiple tickets Preferred Experience • Prior MSP experience • Familiarity with tools like NinjaOne, IT Glue, ConnectWise, or Atera • Experience with Microsoft 365 administration and Microsoft licensing • Exposure to security tools like CrowdStrike, SentinelOne or similar EDR • PowerShell or automation experience Hours & Growth Opportunity • Starting at 5–10 hours per week • Opportunity to grow to 20 hours/week or more for the right fit • Long-term relationship preferred What I Value Most At Zitro, we’ve built strong, trust-based relationships with our clients. I’m looking for someone who: • Communicates clearly and respectfully • Shows empathy toward end users • Takes pride in solving problems the right way • Represents our company professionally To Apply Please include: 1. A brief summary of your MSP or IT support experience 2. The tools and environments you’ve worked with 3. Your typical availability and response times 4. A quick example of a tricky issue you’ve resolved If you’re dependable, responsive, and customer-focused, I’d love to work with you and grow this partnership over time.