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About the position We’re a growing Chicago-based IT consulting company with clients across the country, including a strong presence on the West Coast. Because of that, we’re looking for someone who enjoys digging into technical problems and getting things solved, someone who can jump into a ticket queue, take ownership of issues, and see them through to resolution. This role is fully remote and focused on supporting our West Coast clients during their business hours. If you enjoy troubleshooting, figuring out why something broke, and being the person that finally fixes the issue everyone else couldn’t, you’ll fit in well here. We’re looking for someone who takes pride in being the person that fixes the tough stuff. If you enjoy solving problems, helping people, and working with a team that values strong technical skills and good communication, we’d love to talk. Responsibilities • Work through support tickets for our West Coast clients during Pacific Time business hours • Troubleshoot and resolve complex Tier 2 and Tier 3 technical issues • Support Microsoft environments including Windows servers, Microsoft 365, Azure, and endpoint systems • Diagnose networking issues involving firewalls, VPNs, routing, and connectivity • Take ownership of problems whenever possible • Communicate clearly with clients and keep them informed while issues are being resolved • Document solutions and help improve internal processes and knowledge base articles • Collaborate with the rest of our engineering team when problems require a second set of eyes Requirements • Prior experience working at a Managed Service Provider (MSP) • Strong troubleshooting ability and a genuine interest in solving technical problems • Solid experience with Microsoft 365, Windows Server, Active Directory, networking, and endpoint management • Ability to work independently and manage a ticket queue without constant supervision • Comfortable communicating directly with business clients • Someone who enjoys learning and figuring things out rather than passing problems along