MSP Support

Job Title: Part-Time MSP Support Technician

Location: Remote — USA
Company: TechProc LLC
Job Type: Part-Time or Full-Time (20–40 hours/week, flexible)

Position Overview

TechProc LLC is seeking a competent Tier 1–2–3 MSP Support Technician to fully assume and manage the technical responsibilities previously handled by Jonathan Ayala. This is a mission-critical role for supporting our clients, strengthening our service operations, and maintaining high-quality standards across all technical environments.

Documentation is the #1 priority in this role — every action must be recorded, standardized, and consistently updated in HUDU and HaloPSA.

This position requires deep familiarity with Microsoft Intune, Microsoft 365 Admin Center, NinjaOne, HaloPSA, Axcient, Liongard, and enterprise-level MSP processes.

Key Responsibilities
? Critical Priority — Documentation Excellence (Tier 1–3)

The technician must treat documentation as a core deliverable. Responsibilities include:

Producing high-quality, structured, accurate, and complete documentation in HUDU for:

Client environments

Network mappings

Intune configurations

365 settings & security baselines

Backup workflows (Axcient)

Onboarding/offboarding procedures

Documenting every ticket, every change, every configuration with:

Step-by-step notes

Root cause analysis

Screenshots where appropriate

Clear next steps or escalation paths

Maintaining living SOPs and updating operational processes continuously.

Ensuring no undocumented changes occur within client environments.

Documentation discipline is a mandatory requirement, not optional.

Tier 1–2–3 Technical Responsibilities
Tier 1

Troubleshoot end-user issues (Windows, O365, SaaS apps, printers, network access)

Basic password/account resets, MFA troubleshooting, onboarding/offboarding

Tier 2

Manage and administer:

Microsoft 365 Admin Center (licensing, mailbox issues, user management)

Intune (device enrollment, compliance policies, app deployments, baselines)

NinjaOne RMM (monitoring, scripts, automation tasks, remediations)

Axcient (backup health, restore requests, disaster recovery preparation)

Apply intermediate troubleshooting for:

Endpoint security

Conditional Access


Email flow issues

365/SharePoint/Teams

Implement Microsoft security best practices

Perform recurring MSP tasks: patching, alerts, checks, backup verification

Tier 3

Advanced troubleshooting across:

Intune device management failures

Complex Microsoft 365 issues

Azure AD / Entra ID identity configurations

Conditional Access, security alerts, identity protection

Deep dive ticket escalations that require root-cause analysis

Assist with advanced firewall/network tasks (Fortinet):

Reviewing logs

Policy adjustments

Troubleshooting connectivity issues

Working with senior engineers on escalations

Lead new client onboarding technical tasks:

Baseline documentation

Assessments of infrastructure

Intune + M365 setup and alignment to standards

MSP Operational Tools Used Daily

The technician must be proficient with:

HaloPSA (service desk, workflows, time tracking, ticketing, escalation)

NinjaOne RMM (monitoring, remediation, automation)

Liongard (environment intelligence, system auditing)

HUDU (documentation — primary tool, highest priority)

Axcient x360Recover (backup monitoring, recovery tasks)

Microsoft Intune (endpoint management)

Microsoft 365 Admin Center (identity, security, mail flow, licensing)

Fortinet FortiGate (basic Tier 3 support & escalation review)

Preferred Qualifications

2+ years MSP experience in Tier 1–2–3 environments

Deep proficiency with Intune, Microsoft 365, HaloPSA, NinjaOne, Liongard, Axcient, HUDU

Strong understanding of Azure AD (Entra), Exchange Online, SharePoint, Teams

Exceptional written communication — especially documentation quality

Ability to independently manage workloads and follow established SOPs

Customer-first mindset with professionalism and reliability

Working Hours & Flexibility

20–40 hours/week