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.