Company Description
We are a growing managed IT services provider (MSP / MSSP) looking for a Support Technician with the drive and determination to provide fanatical support to our clients. In order to succeed in our company, you must be relationship oriented, innovative, and dependable. You must also show integrity and serve wholeheartedly. If you have the experience and the desire, we'd like to talk to you.
Job Description
You will be the key contact for clients providing on-site and remote support for system problems and inquiries. You will be front-line technical support for end users; actively listening to client problems and concerns in order to effectively remediate issues. This position requires dedication, persistence, follow-up, effective utilization of provided resources, and unbeatable customer service skills.
This role regularly works on tasks that are varied and complex. Applies full range of specialized skills and job knowledge; frequently adapts procedures, techniques, tools, materials, and/or equipment to meet specialized needs; may serve as lead; performs broad and/or focused assignments under general supervision; originality and ingenuity are often required to help establish procedures in functional area; relies on experience and judgment to plan and accomplish assigned tasks.
The ideal candidate is proactive, detail-oriented, and committed to implementing best practices in cybersecurity and IT management, contributing to the overall success of our IT operations.
Qualifications
General Skills
- Excellent customer service, telephone and interpersonal skills
- Ability to move equipment, install PCs, monitors, printers, and peripherals in a business environment
- Willingness to unbox, stage and inventory equipment
- Willingness to mentor other technicians on the team.
- Must demonstrate a strong customer service focus while meeting or exceeding customer expectations, service level commitments, and changing priorities.
- Flexible/Adaptable – most customer support will be during normal office hours, but there will be some after-hours support in the evening, weekends and/or Holidays
Qualifications
- Ability to communicate and work effectively with end users over the phone and on-site
- Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
- Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client en
- Strong team player
Technical Skills
- Windows workstation repair, maintenance, malware removal, and deployment
- Configuring network settings on workstations
- RDP client support
- Office 365 account and client support
- Server backup monitoring and maintenance
- Exchange mailbox administration
- Active Directory account creation and management
- Diagnose network connectivity issues for workstations
Requirements:
- Proven experience in a similar role within an MSP environment .
- Proficiency in scripting and automation , particularly using PowerShell.
- Strong knowledge of RMM tools and consistent deployment practices.
- Proficiency in cybersecurity tools deployment, monitoring, and threat remediation.
- Proficiency in Microsoft Azure management.
- Solid experience with backup processes , including deployment, monitoring, test restores, and documentation.
- Strong organizational skills and attention to detail for maintaining comprehensive documentation .
- Excellent communication and training skills for developing and delivering internal training programs.