Remote IT MSP Support Engineer

Remote IT MSP Support Engineer

Ascend Technology Group | Fully Remote (U.S.) | Full-Time | $60,000 – $75,000 Bonus Potential

You fix things fast. That's the whole job.

Most support roles ask you to do a little of everything and be great at none of it. This one doesn't.

You'll join our Quick Fix Team — a group of experienced engineers whose entire purpose is resolving client issues quickly and getting people back to work. Not project work. Not a rotation you're waiting to graduate out of. This is the work, and we've built the team around doing it exceptionally well.

Here's what makes it different: we've automated the junk. The repetitive, low-value Tier 1 noise that makes most help desk jobs miserable doesn't reach your queue anymore. What's left is real technical work — varied, genuinely different from ticket to ticket, and requiring someone with enough experience to recognize a problem, apply the right fix, and move on. Usually in 15-20 minutes or less.

If it's going to take longer or needs a specialist, you document what you found and hand it to our Escalation team. Knowing where that line is — and not white-knuckling a ticket for two hours to prove something — is a skill we value highly.

What your day actually looks like:

You'll close 20–25 tickets a day. We're telling you that up front, because it's the single most important thing to know about this role.

For the right person, that's an energizing day: constant variety, real conversations with people you're actually helping, and the satisfaction of a queue you've beaten. For the wrong person, it's a nightmare. We'd rather you know now.

You'll be on the phone and in remote sessions with clients for most of it. You'll jump between an Entra ID issue, a Windows networking problem, an Intune policy that isn't applying, and a user who just needs someone patient to walk them through something. Then you'll do it again.

**This team gets showered with praise in our client satisfaction surveys.** People are genuinely grateful when you fix their problem in ten minutes instead of tomorrow. If you like that feeling, you'll like it here.

What we're looking for:

• **5 years in IT support**, including at least 2–3 years at a managed services provider
• **Real MSP experience** - you've lived in an RMM and a PSA, worked a real ticket queue, and used the management and security tooling that comes with the job. We don't care which platforms; we care that this way of working is second nature to you.
• **Microsoft 365 administration experience** - M365 admin centers, Entra ID, and Intune
• **Active Directory experience**
• **Windows troubleshooting experience**
• **MacOS troubleshooting experience**
• The judgment to know when to keep digging and when to escalate
• Genuine comfort talking to non-technical people, including when they're frustrated
• The ability to work independently, all day, without someone looking over your shoulder

What we're not looking for: someone who wants this role as a stepping stone to network architect. We're building a team of specialists who are excellent at rapid resolution and want to keep getting better at it. That's a real career, and we treat it like one.

The logistics:

• **Fully remote** within all US states excluding Hawaii. You'll work **8:00–5:00 Central**, with some flexibility to start slightly earlier or slightly later.
• **Your first week is in Omaha.** We fly you in, put you up, and cover your expenses. It's how we get you trained properly and introduced to the people you'll be working with every day - hard to replicate over video. After that, we bring our remote team back to Omaha roughly once a year for the same reason. Travel and lodging are on us.
• **What you'll need at home:** reliable high-speed internet and a dedicated, quiet, private workspace — you'll be on client calls all day, so this one matters. You'll also need a personal cell phone for multi-factor authentication; we provide a stipend for it.
• **What we provide:** laptop, docking station, and monitors.

Compensation and benefits:

- **$60,000 – $75,000** annually, plus bonus potential

- Medical, dental, vision, and life insurance

- 401(k) with company match up to 4%

- Cell phone stipend

- Company-provided equipment

Our hiring process:

We keep it straightforward and we move quickly.

1. **15-minute call** with our President

2. **One-hour conversation** with our Director of Operations and Service Desk Manager

3. **Technical interview and assessment**

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How to apply:

We prefer that you apply directly with us through the Careers page on our website: https://ascendtg.com/careers/#apply. This proves that you read through the whole job posting and can follow instructions - giving you a leg up on anyone just pressing the Apply button on any job that seems remotely interesting.

About Ascend Technology Group

We're an IT managed services provider headquartered in Omaha, Nebraska. We've spent years building a service delivery operation that actually works — clear processes, real automation, and teams designed around what they're good at rather than whoever happens to be free. The Quick Fix team is one of the clearest examples of that, and we're looking for one more experienced engineer to join it.

*Ascend Technology Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.*