What are the responsibilities and job description for the MSP Help Desk Technician position at Outback Cyber?
We’re on the hunt for a sharp, resourceful, and client-focused Level 2-ish Technician to join our growing MSP team. You’ll be the go-to for taking phone calls, escalated support issues, infrastructure troubleshooting, and project implementation, bridging the gap between frontline triage and senior engineering.
This role is perfect for someone who thrives in a fast-paced, multi-client environment and enjoys solving complex technical puzzles while keeping their cool (and their sense of humor) under pressure. You’ll work across a range of technologies including Microsoft 365, networking gear, firewalls, virtualization platforms, and everything in between.
We're looking for someone that has previous experience in an MSP and if you enjoy variety, hate monotony, and can speak fluent "end-user" and "IT" in the same sentence, we’d love to meet you.
As this is a fully remote position, we’re looking for someone who is independent, reliable, and capable of working with minimal supervision. While you can be based in any timezone, you'll need to align your schedule with Pacific Time (PDT) business hours for the near future. This will change over time, but it's our current priority.
We ask all applicants to complete a short quiz as part of the application process. It helps us better understand your skill set, and we’d appreciate you taking the time to complete it.
Minimum of 2 years of experience in an MSP technical support role or similar position.- In-depth knowledge of information technology principles, network infrastructure, and server configurations.
- Proven ability to troubleshoot and resolve complex technical issues independently.
- Strong analytical and problem-solving skills, with a focus on root cause analysis.
- Excellent interpersonal and communication skills, with the ability to collaborate effectively with team members and clients.
- Experience with advanced troubleshooting tools and diagnostic techniques.
- Experience with MSP related RMM and PSA tools.
- Familiarity with ITIL best practices and incident management processes.
- Microsoft certifications are preferred.
- Experience in the dental IT support field is a bonus.