MSP Level 1 Technician

Summary:

We are seeking a diligent and enthusiastic Managed IT Services (MSP) Level 1 Technician to join our team. The successful candidate will be responsible for providing 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.

At Team Logic IT, we strive to provide the best customer experience (CX) to everyone we interact with, so interpersonal and strong communication skills are required.

• Technical Support
  :
  Provide remote and on-site technical support to SMB clients, troubleshooting hardware and software issues promptly and efficiently.
• System Maintenance
  :
  Perform routine maintenance tasks on client systems, including updates, backups, and system monitoring to ensure optimal performance and security.
• Incident Management
  :
  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).
• Client Communication
  :
  Maintain clear and effective communication with clients, providing regular updates on incident status and ensuring a high level of customer satisfaction.
• Documentation
  :
  Create and maintain detailed documentation of client systems, configurations, and procedures to support seamless service delivery. Effectively documenting the issue and resolution in our ticketing system.
• Security Management
  :
  Assist in maintaining client security standards, including endpoint protection, account security, software updates, and escalation of security concerns when identified.
• Hardware and Software Installation
  :
  Assist with the installation and configuration of hardware and software for new and existing clients, ensuring compatibility and functionality within their IT environment.
• Continuous Improvement
  :
  Identify opportunities for process improvements and contribute to the development of best practices within the team.
• Physical: Ability to lift and transport equipment up to 40 pounds and work in office, server room, and client environments as needed.

• Education: Degree, technical training, certifications, or equivalent hands-on experience in Information Technology.
• Experience
  :
  Prior experience in an MSP or IT support environment, preferably servicing SMB clients.
• Technical Skills
  :
  Proficiency in Windows and macOS operating systems, network configurations, and common business applications (e.g., Microsoft 365, G Suite).
• Certifications
  :
  Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are advantageous.
• Problem-Solving
  :
  Strong analytical and troubleshooting skills with a keen attention to detail.
• Communication
  :
  Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer Service
  : A customer-focused approach with a commitment to delivering high-quality service and building strong client relationships.
• Team Player
  :
  Ability to work effectively both independently and as part of a collaborative team.

• Experience with Remote Monitoring and Management (RMM) tools:
  Familiarity with RMM tools like NinjaRMM or similar platforms.
• Experience with Ticketing Systems:
  Knowledge of ticketing systems such as Autotask PSA, Service Now, Zendesk, or similar.
• Documentation Tools:
  Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint).
• Experience with Cloud Services:
  Understanding of cloud platforms such as AWS, Azure, or Google Cloud.