Remote MSP Technician / Operations Lead

We're a US-based managed services provider supporting small-business clients. We're hiring one remote person to own our remote technical work and take on operations over time: triage, client calls, coordinating our onsite tech. The role starts task-based and expands into an operations lead as the workload is handed over. What you'll do: Handle remote support tickets end to end (Windows/Mac, M365 and Google Workspace, MDM, endpoint security, backups). Triage incoming work: take remote tickets, route onsite work to our field tech, flag what needs the owner. Keep tickets current: clear notes, a next step with a date, all client correspondence logged in the ticket. Run client-facing sales and scoping calls, and help close managed-services deals. Our stack (experience with most of these expected): NinjaOne (RMM + backup) Microsoft 365 and Google Workspace administration JumpCloud and/or Intune (MDM) SentinelOne (EDR) 1Password Requirements: MSP or IT-support experience. Strong written English. This is a client-facing role in writing. Consistent documentation. All work and correspondence goes in the ticket. Works independently and closes out tasks without follow-up. Available during US Eastern business hours, Mon-Fri Nice to have: Sales or scoping call experience. Experience coordinating or leading other techs. Ongoing, long-term. Hours per week: Around 10 hours per week to start, evolving to 15-20 hours per week