MSP Level 1 Technician

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Benefits:

• 401(k)
• Bonus based on performance
• Competitive salary
• Flexible schedule
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Profit sharing
• Training & development

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:
  Implement and monitor security measures to protect client data and systems, including antivirus updates, firewall configurations, and regular security audits.
• 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.

• Education:
  
  A degree or diploma in Information Technology, Computer Science, or a related field.
• Experience:
  
  Prior experience in an MSP or IT support environment, preferably servicing SMB clients. Minimum 24 months of experience required.
• 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 Ninja
  
  RMM 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.

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.

• Fast‑paced and dynamic environment, with a focus on delivering high‑quality IT support to SMB clients.
• Collabo…