Technical Lead, IT​/Tech, IT Support

Key Responsibilities Technical Lead & Ownership

• Act as the primary technical intake and triage point for assigned customers
• Own issues from initial report through resolution or escalation
• Determine scope, impact, and urgency of incidents and respond accordingly
• Coordinate with senior engineers when issues exceed your authority or skillset
• Provide first-line support for end users including workstation, access, connectivity, and basic application issues
• Troubleshoot and resolve common user and system problems efficiently
• Maintain clear communication with users throughout the support process

• Assist with monitoring customer networks and responding to alerts
• Perform initial investigation of network-related issues (connectivity, VPN, wireless, performance)
• Support basic infrastructure tasks under guidance from senior network staff

• Assist with on-site support, troubleshooting, and equipment replacement as needed
• Represent the company professionally as the technical lead on site

• Document issues, resolutions, and customer environment details accurately
• Follow and help improve internal processes and standards

• Entry-level IT experience, ideally in an MSP environment
• Demonstrated ability to take ownership of technical issues
• Working knowledge of basic networking concepts (IP addressing, DNS, DHCP, VLANs)
• Strong troubleshooting mindset and willingness to learn
• Clear, confident communication with both customers and internal teams

• Previous helpdesk experience in an MSP
• Exposure to firewalls, switches, wireless infrastructure, or monitoring tools
• Working toward networking certifications (Network+, CCNA, etc.)