Level 1 Help Desk Support (US After Hours)

Core12 is a security-first Managed Service Provider (MSP) serving small and mid-sized businesses across the U.S. We’re seeking a Remote Technical Support Technician to provide overnight help desk coverage and ensure client systems remain stable and secure. This is a hands-on role for a technician who thrives in a fast-paced MSP environment, values process, and takes ownership of client satisfaction.

Responsibilities
• Provide Level 1 technical support to U.S.-based clients during after-hours operations (6 PM – 8 AM EST).
• Monitor and respond to ConnectWise Manage and Automate alerts in real time.
• Triage, resolve, and document incoming support tickets according to defined SLAs.
• Escalate complex issues appropriately and follow up to ensure timely resolution.
• Perform proactive maintenance tasks and health checks on client systems overnight.
• Maintain and update documentation, passwords, and workflows in IT Glue.
• Assist with user onboarding/offboarding, system access, and security compliance tasks.
• Communicate clearly and professionally with clients via email, chat, and ticketing systems.
• Collaborate with day-shift technicians to ensure seamless handoff of open tickets and projects.

Qualifications
• Experience: 5+ years of IT support experience, including at least 2+ years in an MSP environment.
• Technical Skills:
• Strong understanding of Windows desktop/server support, networking fundamentals, and security best practices.
• Proficiency with ConnectWise Manage, Automate, and BrightGauge.
• Experience with Microsoft 365, Azure AD, and common RMM/PSA tools.
• Familiarity with patch management, endpoint protection, and backup systems.
• Soft Skills:
• Excellent written and verbal communication.
• Strong troubleshooting and documentation habits.
• Self-motivated and reliable—capable of working independently with minimal supervision.

Requirements
• MSP experience: Minimum 4 years.
• IT industry experience: Minimum 5 years.
• Expert-level understanding of ConnectWise stack, PSA/RMM tools, and vendor management.
• Solid networking and security fundamentals.
• Availability to work the overnight schedule (6 PM – 8 AM EST).