Remote MSP Support Technician (Windows / M365 / Networking) – Fast Response Required (1 hour)

Hi Upwork,

I’m the owner of Zitro Technology Solutions, a growing Managed Service Provider (MSP) based in New Mexico. We support small and mid-sized businesses with a strong focus on proactive IT support, security, and exceptional customer service.

I’m looking for a reliable, skilled freelance IT technician to support our clients remotely. This role is ideal for someone who thrives in an MSP environment, enjoys solving a wide variety of IT issues, and understands the importance of fast response times and great communication.

What You’ll Be Doing

You’ll be working directly with client environments to troubleshoot and resolve day-to-day IT issues such as:

• VPN connectivity issues

• Microsoft 365 support and troubleshooting

• Mapped drive and network share issues

• Installing and configuring RMM and EDR tools on new systems

• Assisting with vendor software installations

• Active Directory cleanup and user/computer management

• General user support (slow computers, printing issues, etc.)

Response Expectations (Very Important)

• Initial response to tickets within 1 hour during business hours

• Ability to take ownership of issues and either resolve or escalate appropriately

• Communicate clearly with clients throughout the process

Key Responsibilities

• Provide remote support for workstations, servers, and network devices

• Troubleshoot Windows 10/11 and Windows Server environments (AD, GPO, file/print, etc.)

• Support networking equipment (VPNs, firewalls, switches – Meraki, Ubiquiti, etc.)

• Use MSP tools for remote access, monitoring, and documentation (NinjaOne, IT Glue, etc.)

• Assist with onboarding new clients and deploying new systems

• Perform light scripting/automation (PowerShell preferred)

• Deliver professional, empathetic, and high-quality customer support

Required Qualifications

• Based in the United States (required)

• 3+ years experience in IT support, help desk, or system administration

• Strong knowledge of:

• Windows OS (10/11, Server)

• Entra ID, Active Directory & Group Policy

• Networking fundamentals (DNS, DHCP, TCP/IP, VPNs)

• Excellent communication and customer service skills

• Ability to work independently and manage multiple tickets

Preferred Experience

• Prior MSP experience

• Familiarity with tools like NinjaOne, IT Glue, ConnectWise, or Atera

• Experience with Microsoft 365 administration and Microsoft licensing

• Exposure to security tools like CrowdStrike, SentinelOne or similar EDR

• PowerShell or automation experience

Hours & Growth Opportunity

• Starting at 5–10 hours per week

• Opportunity to grow to 20 hours/week or more for the right fit

• Long-term relationship preferred

What I Value Most

At Zitro, we’ve built strong, trust-based relationships with our clients. I’m looking for someone who:

• Communicates clearly and respectfully

• Shows empathy toward end users

• Takes pride in solving problems the right way

• Represents our company professionally

To Apply

Please include:

1. A brief summary of your MSP or IT support experience

2. The tools and environments you’ve worked with

3. Your typical availability and response times

4. A quick example of a tricky issue you’ve resolved

If you’re dependable, responsive, and customer-focused, I’d love to work with you and grow this partnership over time.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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