MSP Technician

Written By Marie Rutledge

Highly skilled and customer-focused MSP Technician to provide exceptional remote and on-site technical support to our clients. The ideal candidate will possess strong technical troubleshooting skills, effective communication abilities, and a commitment to continuous improvement. This role requires a proactive approach to diagnosing and resolving hardware and software issues, maintaining system reliability, and ensuring excellent client interactions.

Technical Support:

  • Provide remote and on-site technical support to clients, addressing hardware and software issues promptly.

  • Diagnose and resolve technical problems, ensuring minimal downtime and disruption.

  • Perform system monitoring, maintenance, and troubleshooting to ensure optimal performance.

  • Assist with the setup, configuration, and deployment of IT systems and solutions.

  • Pay close attention to detail during troubleshooting and service, reporting any malfunctions or issues not specified by clients.

  • Service network devices, including switches, routers, access points, and printers, to maintain network stability.

 

Service Management:

  • Respond to service requests and incidents in a timely manner, adhering to established service levels.

  • Maintain accurate documentation of service activities, resolutions, and processes.

  • Follow established procedures for service delivery, escalating complex issues as needed.

  • Prioritize tasks effectively and communicate requirements for assistance clearly.

  • Categorize and document service information to create comprehensive final service reports.

 

Client Interaction:

  • Communicate effectively with clients to understand their technical needs and issues.

  • Provide clear and concise updates to clients regarding the status of their service requests.

  • Build and maintain positive relationships with clients through excellent customer service.

  • Use the designated ticketing system for direct client communication and detailed updates.

 

System Administration:

  • Perform routine system maintenance tasks, including software updates and patches.

  • Monitor system performance and implement improvements to enhance efficiency and reliability.

  • Assist with network administration tasks, including the configuration and troubleshooting of routers, switches, and firewalls.

  • Create documentation for systems used by end-users, ensuring clarity and usability.

  • Standardize the onboarding process for new users and systems both in-house and on client premises.

  • Ensure in-house and client-monitored devices are maintained in good condition for reliable performance.

  • Provide detailed documentation for programmed network devices.

 

Continuous Improvement:

  • Stay up-to-date with the latest industry trends, technologies, and best practices.

  • Identify opportunities to improve service delivery processes and recommend innovative solutions.

  • Participate in training and professional development activities to enhance technical skills.

  • Identify training needs for services provided to ensure proper configuration and use.

 

Systems Used:

  • RingCentral

  • Zendesk ticketing system (monitoring and communication)

  • Windows OS (various versions for updates, upgrades, and installations)

  • HubSpot CRM (basic use for deals and contact management)

  • Microsoft Office 365 (local setup and management)

  • Software installations requiring approval based on type

  • RMM (Remote Monitoring and Management) using Datto

  • Onboarding users, computers, mobile devices, and systems

  • QuickBooks (installation, updates, and upgrades)

  • Bluebeam (installation, use, and management)

  • Fluke test network device (use, maintenance, and management)

  • Unifi (Ubiquiti) network devices (programming, maintenance, monitoring, and management)

 

Qualifications:

  • Proven experience in providing technical support and troubleshooting for hardware and software issues.

  • Strong knowledge of network devices, including routers, switches, and firewalls.

  • Proficiency in using ticketing systems (e.g., Zendesk) and CRM systems (e.g., HubSpot).

  • Familiarity with Windows OS, Microsoft Office 365, and various software installations.

  • Excellent communication skills, both verbal and written.

  • Ability to build and maintain positive client relationships.

  • Detail-oriented with strong documentation skills.

  • Commitment to continuous learning and professional development.

Marie Rutledge
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