MSP Tier 1 IT Support Technician-Not Remote

About the role

We are seeking a diligent and enthusiastic Managed IT Services (MSP) Level 1 Technician to join our team. The successful candidate will provide 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. Interpersonal and strong communication skills are required to deliver the best customer experience (CX).

Responsibilities

• Provide remote and on-site technical support to SMB clients, troubleshooting hardware and software issues promptly and efficiently.
• Perform routine maintenance tasks on client systems, including updates, backups, and system monitoring to ensure optimal performance and security.
• 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).
• Maintain clear and effective communication with clients, providing regular updates on incident status and ensuring a high level of customer satisfaction.
• Create and maintain detailed documentation of client systems, configurations, and procedures to support seamless service delivery, including documenting issues and resolutions in the ticketing system.
• Implement and monitor security measures to protect client data and systems, including antivirus updates, firewall configurations, and regular security audits.
• Assist with the installation and configuration of hardware and software for new and existing clients, ensuring compatibility and functionality within their IT environment.
• Identify opportunities for process improvements and contribute to the development of best practices within the team.

Requirements

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

Preferred Qualifications

• Experience with Remote Monitoring and Management (RMM) tools like NinjaRMM or similar platforms.
• Knowledge of ticketing systems such as Autotask PSA, ServiceNow, Zendesk, or similar.
• Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint).
• Understanding of cloud platforms such as AWS, 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 in a fast-paced, dynamic environment. We foster a collaborative and supportive team culture focused on delivering high-quality IT support to SMB clients.

Benefits

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• Retirement savings plan with company match (401(k) matching)
• Paid time off and holidays
• Professional development and certification reimbursement
• Opportunities for career advancement
• Free uniforms
• Company parties

About Us

We offer a dynamic and supportive work environment where your contributions are valued, and your professional growth is encouraged. At TeamLogic IT, you'll have the opportunity to work on diverse and challenging projects, enhance your technical skills, and make a meaningful impact on our clients' businesses. Our team is driven by a commitment to expanding boundaries, leveraging expertise, and delivering smart solutions. As part of a local office, you'll also benefit from the collaboration and support of a vast network of technicians across North America.

This franchise is independently owned and operated by a franchisee.