Technician, Managed Services

About the company

IT Solutions is a nationally recognized leader in the IT space with over 25 years of experience and thousands of satisfied clients. We specialize in providing high-end technology solutions to small and mid-market businesses as a fast-growing Managed Service Provider. Our values—Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego—guide everything we do. If these values align with yours, we invite you to join and grow with us as we innovate new ways to help businesses Experience Excellence.

About the role

The Technician, Managed Services provides initial, tier-one technical support to customers via inbound calls, email, in-person meetings, and video calling. This role involves handling inquiries and troubleshooting basic technical product-related issues. The ideal candidate is a dedicated, relentless problem solver who gathers information to identify and assess problems under moderate supervision. Most of our clients rely on us as their sole technological resource, so this person should enjoy learning new technologies on the fly while solving diverse technical challenges. The ability to manage the stress of client-down situations and provide excellent customer service is paramount.

Responsibilities

• Assist in monitoring and troubleshooting incidents based on established documentation to identify the nature and resolution of problems; perform incident escalation as needed.
• Route incoming requests, incidents, or changes to the appropriate resolver groups if unable to troubleshoot the incident based on the established list of responsibilities.
• Triage customer issues using the response catalogue, getting to the root of the problem in a timely manner, and document issues thoroughly.
• Provide hardware/software support, documentation, support logs, and other related information throughout the troubleshooting process.
• Adhere to the response catalogue and established team processes to ensure consistent services across all tickets and issues.
• Interact and work directly with internal teams and vendors to escalate technical concerns, provide customer updates, and drive incidents to resolution.
• Provide support to end users with an enthusiastic attitude to analyze, troubleshoot, and resolve issues to the customer's satisfaction.

Requirements

• A minimum of one year of work experience in a professional services position with strong communication and interpersonal skills.
• Preferred experience of 6 months working in a call center environment.
• Bachelor’s degree in a related discipline or equivalence of professional work experience.
• Experience with Office 365 and Microsoft's Software/Applications: Excel, Outlook, Word, Teams.
• Experience with any of the following systems: ConnectWise, SolarWinds, Cisco.
• Experience with Mac OS.
• Understanding of SharePoint and OneDrive.
• Ability to lift at least 50 pounds.

Skills

• Strong oral and written communication skills.
• Effective time management and multi-tasking skills.
• Ability to stay organized and detail-oriented.
• Passion for solving problems or helping others; initiative in driving continuous improvement and execution excellence.
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively in a fast-paced, dynamic environment.
• Knowledge of remote management tools.
• Ability to troubleshoot and configure workstations and hardware such as printers and laptops.

Qualifications

• CompTIA A+ certification (a plus).
• Microsoft Windows certification and/or Apple Mac OS certification (a plus).

Benefits

• Rich medical and prescription plans.
• Dental and vision coverage.
• Paid holidays and flexible paid time off.
• 401K/401K Roth with Safe Harbor matching.
• Stock Appreciation Rights.
• Company-paid life insurance, long-term and short-term disability insurance.
• Company-paid mental health support and financial wellness services.
• FSA for medical and dependent care.
• HSA option with compatible medical plan.
• Company-paid training, materials, and exams.
• Performance-based bonuses.