RMM Support Technician

— After-Hours / Overnight Coverage

Ibex Staffing Solutions | Remote (Offshore) | Full-Time

---

About the Role

Ibex Staffing Solutions partners with North American MSPs to place top-tier offshore IT talent. We're hiring an to own after-hours and overnight monitoring for a U.S.-based managed services client.

In this role, you're the first line of defense when most of the U.S. is offline. You'll monitor, triage, and resolve alerts and tickets coming out of ConnectWise RMM, ASIO, and other partner platforms — keeping systems healthy, knocking out routine maintenance, and preparing clean tickets for the U.S. day-shift team. As U.S. business hours begin, you'll roll into light service desk support: password resets, account unlocks, and basic troubleshooting.

If you're sharp on Windows endpoints, comfortable in an RMM console, and write documentation people can actually follow, this one's for you.

Shift

Primary coverage during U.S. non-business hours, with overlap into early U.S. business hours. (Overnight schedule from the Philippines.)

---

What You'll Do

Ticket Monitoring & Triage

• Monitor and respond to alerts from ConnectWise RMM, ASIO, and other partner platforms
• Acknowledge and document all new tickets within the defined response time
• Categorize and prioritize tickets based on severity and SLA requirements

Ticket Resolution

• Perform initial troubleshooting and remediation for common issues (disk space, services, offline agents, etc.)
• Provide early-morning service desk support — password resets, account unlocks, basic troubleshooting
• Maintain accurate, detailed documentation in every ticket

Maintenance & Automation

• Schedule, monitor, and execute routine maintenance (patching, reboots, backups)
• Confirm RMM agents and automation tools are functioning correctly
• Validate system health, including backups and security tools
• Apply automation scripts and remediation policies
• Maintain documentation systems (Hudu, ConnectWise)
• Identify automation and process-improvement opportunities

Escalation & Collaboration

• Escalate unresolved issues and collaborate with internal and external teams (NOC, SOC, etc.)
• Prioritize, escalate, and route tickets to the Service Coordinator for dispatching
• Prepare clear end-of-shift handoff summaries

Documentation & Reporting

• Keep documentation current for recurring issues and resolutions
• Contribute new solutions and troubleshooting steps to the knowledge base
• Generate daily and weekly reports on ticket trends, resolution times, and recurring issues
• Update internal documentation (Hudu) and ASIO records as needed

Compliance & Best Practices

• Ensure all actions comply with internal SOPs, SLAs, and security policies
• Participate in regular audits and quality checks of ticket handling and documentation
• Stay current on platform updates, new features, and best practices

---

What You Bring

Required

• Hands-on experience with ConnectWise RMM and ASIO
• Strong Windows and endpoint troubleshooting skills
• Basic networking and Microsoft 365 knowledge
• Strong written communication and documentation skills

Preferred

• Scripting knowledge (PowerShell)

Core Competencies

• Optimizes Work Processes — Continuously improves workflows and automation to increase efficiency, consistency, and reliability of service delivery
• Communicates Effectively — Documents work clearly, keeps stakeholders updated, and explains technical information in a way that's timely and easy to understand
• Plans and Aligns — Prioritizes and organizes work to meet SLAs, align with team goals, and complete critical tasks on time
• Ensures Accountability — Takes ownership of tasks and outcomes, follows through on commitments, and sees issues fully resolved
• Manages Complexity — Troubleshoots by analyzing data, identifying root causes, and working through multiple systems and variables

How Success Is Measured

• Ticket Resolution Time
• First Response Time
• SLA Compliance
• Ticket Volume
• Customer Satisfaction
• Escalation Rate
• Documentation Quality