Summary of Role:
As a Managed Service Provider our team strives to deliver a first-class solution-based IT experience to clients by providing exceptional first responder customer service, and ongoing support. MSP Technicians are responsible for ensuring all IT incidents are addressed, service requests fulfilled, and tasks completed to ensure client systems are running optimally and without interruption.
Responsibilities:
- Support client users’ ability to use IT systems and equipment to perform their duties efficiently. IT Systems include hardware, software, cloud platforms, network connectivity, security, software, licensing, configuration, and any other facet of user endpoints and the systems they use
- Create and work requests and incidents for Managed Service Clients via phone, email, remote support, and on-site visits, and use a ticketing system to ensure tasks are completed and solutions documented while ensuring proper prioritization to ensure expected time of resolution is met
- Work with external technology and software vendors to solve issues.
- Complete scheduled audits and checklist to assist with proactive maintenance of customers and internal tools
- Develop and maintain internal knowledge bases
- Maintain Windows desktops, and Office applications, including resolution of issues concerning network connectivity, desktop operating systems, security, and other common applications
- Image, deploy and ship equipment to users and assist them in setup, configuration and connectivity
- Troubleshoot and resolve technical issues around any user endpoint.
- Identify and redirect or escalate situations requiring urgent attention to appropriate resources to ensure timely resolution and customer satisfaction
- Use inventory and endpoint management systems to manage and report on IT systems including hardware and software inventories, Anti-Virus/Anti-Malware systems, remote support, configuration and communication tools
- Keep client systems up to date and secure with current OS updates, 3rd party software versions and configuration to maintain a sound IT environment
- Maintain and troubleshoot network connectivity
- Become a Subject Matter Expert in at least one major system or area, or several small ones
- Be a technical resource for other members of the team and help elevate overall team capabilities
- Ensure software licensing rules are properly followed
- Remain current with changes and new products in related technology field
- Participate in the on-call rotation
Requirements:
- Customer service and support oriented with strong writing and verbal communication skills
- 2+ years of experience troubleshooting and resolving issues related to IT Support; PC hardware, Windows OS, printing, 3rd party applications and basic network troubleshooting
- The ability to solve IT related issues for users, which includes knowing available tools, the ability to listen, ask questions and work directly with non-technical users to answer questions, diagnose and resolve issues remotely, via phone, e-mail or in person in a highly professional manner
- The ability to follow detailed instructions with minimum supervision.
- Ability to effectively use ticketing systems, monitoring, and remote computer management software
- Knowledge of and ability to manage Microsoft Windows and Office 365
- Experience in the use of Microsoft Active Directory, 3rd party software deployments and patching, Microsoft Updates, VPN, Managed AntiVirus/EDR , and remote PC management
- Good understanding of Networking connectivity, DHCP, DNS and IT security.
- Must be able to work well under pressure and deadlines and handle complex customer situations
- Must have current vehicle insurance and a valid driver’s license for travel to client sites as needed
- The ability to acquire and maintain specific certifications
- Ability to work both independently and with a team
- Occasional after hours/holiday support may be required
Preferred Skills:
- Previous MSP experience, or Help Desk supporting a wide variety of users and systems.
- Track record of being a successful IT service team member
- Experience with MSP platforms – Professional Services Automation (PSA) or ITSM systems, Remote Monitoring & Management, IT documentation, or equivalent experience
- Experience using managed EDR platforms
- Dell hardware or equivalent experience
- SonicWALL Firewall or equivalent experience
- Linux experience
- Wired and wireless network experience
- Scripting and Powershell experience
- Experience working with hypervisors (VMware, Proxmox, etc.)
Education and Experience:
- 2 years of IT hardware and software troubleshooting experience in an MSP or enterprise environment
- Applicable certifications that add to the team’s expertise in being able to support our clients. Examples include – CompTIA (A+, Network+, Security+, Cloud+, Linux+), Microsoft Certifications, CCNA, Dell PCs, servers and storage, Backup software, firewall, and other relevant IT platforms
Job Type: Full-time
Pay: $45,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible schedule
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
Ability to Commute:
Work Location: In person