Summary: Seeking a highly skilled, customer-focused MSP Technician to provide exceptional remote and on-site technical support, diagnose and resolve issues, and ensure excellent client interactions. Highlights: 1. Provide exceptional remote and on-site technical support to clients 2. Diagnose and resolve hardware and software issues promptly 3. Maintain system reliability and ensure excellent client interactions MSP Technician 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: 3CX, Grandstream UCM, RingCentral Autotask 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) u 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.
Craigslist · HR
Craigslist · HR
