MSP Level 1 Technician

Benefits:

• 401(k)
• Dental insurance
• Employee discounts
• Free food & snacks
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development

Summary: We are seeking a diligent and enthusiastic Managed IT Services (MSP) Level 1 Technician to join our team. The successful candidate will be responsible for providing technical support and services to small to medium-sized businesses (SMBs). This role requires a proactive individual with a strong understanding of IT (hardware & software installation, maintenance, and support), exceptional problem-solving skills, and a dedication to customer satisfaction. At TeamLogic IT, we strive to provide the best customer experience (CX) to everyone we interact with, so interpersonal and strong communication skills are required.  

Responsibilities: 

• Technical Support: Provide remote and on-site technical support to SMB clients, troubleshooting hardware and software issues promptly and efficiently. 
• System Maintenance: Perform routine maintenance tasks on client systems, including updates, backups, and system monitoring to ensure optimal performance and security. 
• Incident Management: Act as the first point of contact for all IT-related incidents and service requests, ensuring accurate logging, tracking, and resolution in line with service level agreements (SLAs). 
• Client Communication: Maintain clear and effective communication with clients, providing regular updates on incident status and ensuring a high level of customer satisfaction. 
• Documentation: Create and maintain detailed documentation of client systems, configurations, and procedures to support seamless service delivery. Effectively documenting the issue and resolution in our ticketing system. 
• Security Management: Implement and monitor security measures to protect client data and systems, including antivirus updates, firewall configurations, and regular security audits. 
• Hardware and Software Installation: Assist with the installation and configuration of hardware and software for new and existing clients, ensuring compatibility and functionality within their IT environment. 
• Continuous Improvement: Identify opportunities for process improvements and contribute to the development of best practices within the team. 

Knowledge, Skills, & Qualifications:

• Education: A degree or diploma in Information Technology, Computer Science, or a related field. 
• Experience: Prior experience in an MSP or IT support environment, preferably servicing SMB clients. 
• Technical Skills: Proficiency in Windows and macOS operating systems, network configurations, and common business applications (e.g., Microsoft 365, G Suite). 
• Certifications: Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are advantageous. 
• Problem-Solving: Strong analytical and troubleshooting skills with a keen attention to detail. 
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. 
• Customer Service: A customer-focused approach with a commitment to delivering high-quality service and building strong client relationships. 
• Team Player: Ability to work effectively both independently and as part of a collaborative team. 

Preferred Additional Qualifications 

• Experience with Remote Monitoring and Management (RMM) tools: Familiarity with RMM tools like NinjaRMM or similar platforms. 
• Experience with Ticketing Systems: Knowledge of ticketing systems such as Autotask PSA, ServiceNow, Zendesk, or similar. 
• Documentation Tools: Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint). 
• Experience with Cloud Services: Understanding of cloud platforms such as AWS, Microsoft 365/Azure, or Google Cloud. 

Work Environment This position primarily involves remote support with occasional on-site visits to client locations. The role demands a high level of adaptability and the ability to manage multiple tasks simultaneously. 

• Fast-paced and dynamic environment, with a focus on delivering high-quality IT support to SMB clients. 
• Collaborative and supportive team culture. 

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