Responsibilities and Duties

Frontline support for inbound customer support requests for our client base. Work to resolve technical issues that our clients face with their day-to-day operations. Implement and document known issues in customer environments. Work as a part of a full help desk team to provide our clients with the absolute best level of customer service that we can.

Provide remote and on-site technical assistance to users on various types of service requests; coordinate with technical staff when problems require additional analysis or assistance.

Document and follow-up on service tickets using Hola PSA or Similar.

Assist in reviewing and analyzing problems and determining solutions.

Qualifications and Skills

Provide remote and on-site technical assistance to users on various types of service requests; coordinate with technical staff when problems require additional analysis or assistance.

Document and follow-up on service tickets using Halo PSA or similar

Assist in reviewing and analyzing problems and determining solutions

Professional level experience in being a part of a team

Professional level experience in Microsoft Windows Workstation Environment (IE. Windows 10, Win 11 Pro)

Professional level experience in Customer Service

Working knowledge of documentation

Working knowledge of Microsoft Office Applications

Working knowledge of Microsoft Windows Server Environment

(IE. Windows Server 2016, 2019, 2022)

Working knowledge of basic networking equipment and protocols

(IE. SonicWall, Unifi, DNS)

Basic understanding of Ticketing CRM Systems

Remote Management (RMM Tools Experience)

Basic understanding of IT Glue/IT BOOST

Ability to de-escalate a customer for a team member

Ability to determine client needs via phone/email communication

Expert level in basic troubleshooting

Professional knowledge of Microsoft Windows Server Environment

Ability to Implement / Configure / Deploy Servers

Ability to troubleshoot more advanced services

Professional knowledge of basic networking equipment and protocols

Working knowledge of VPNs (SSL, GVC, Site-2-Site)

Working knowledge of LANs/WANs

Working knowledge of Unifi Controller

Professional knowledge of documentation

Requirements

Candidate must have solid multi-tasking, troubleshooting, prioritizing, and follow-up skills.

Respond to clients’ needs in a timely, professional manner.

Provide guidance and technical support to current business customers.

Strong written and verbal communication skills.

Must have own vehicle with valid Driver’s License.

Local Candidates

Office Position On Site (No Remote)

Occasional Weekend Support (On Call Rotation)

Compensation & Benefits

Competitive salary (based on experience)

Health insurance

Paid time off and holidays

Professional development and certification support

401(k) with company match (if applicable)

Why Join Us

Work with a collaborative and technically strong team

Exposure to diverse technologies and client environments

Opportunities for career growth within the MSP organization