MSP Level 1 Technician

Managed It Services (Msp) Level 1 Technician

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 Teamlogic It, we strive to provide the best customer experience (Cx) to everyone we interact with, so interpersonal and strong communication skills are required.

Responsibilities:

• 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.

Knowledge, Skills, &

Qualifications:

• 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.

Preferred

Additional Qualifications:

• 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.

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.

• Fast-paced and dynamic environment, with a focus on delivering high-quality It support to Smb clients.
• Collaborative and supportive team culture.

Benefits:

• Experiencing our People-First Culture
• Building a Rewarding Career with Professional Development and Certification Reimbursement and…