Client Technology Specialist

Job Details Position Summary The Client Technology Specialist provides hands-on technical support and systems administration for a managed IT services provider supporting multiple business clients. This role owns technical issues from initial triage through resolution, handling Level 1 requests, independently resolving Level 2 issues, and performing Level 3 troubleshooting and root-cause analysis across cloud platforms, endpoints, networking, and security. Working within a multi-client environment, the specialist manages a portfolio of client accounts, meets service-level commitments, and provides technical guidance to help clients maintain secure, reliable, and productive technology environments.

The ideal candidate combines strong technical expertise with sound judgment, clear communication, and a client-focused approach.

• Own assigned support tickets from intake through closure, triaging Level 1 requests, resolving Level 2 issues independently, and investigating complex Level 3 issues through root-cause analysis.
• Serve as a primary technical contact for assigned client accounts through ticketing systems, phone, email, remote support sessions, and scheduled onsite visits.
• Administer cloud productivity and collaboration environments, including email, file sharing, messaging, endpoint management, security tools, licensing, permissions, groups, and security policies.
• Manage identity and access services, including user onboarding and offboarding, access controls, conditional access policies, multifactor authentication, and authentication troubleshooting across multiple client environments.
• Diagnose complex network and infrastructure issues involving DNS, DHCP, TCP/IP, VPNs, firewalls, switching, and wireless connectivity, coordinating with carriers and vendors as needed.
• Investigate security alerts, endpoint protection events, and potential risks, recommending and implementing appropriate remediation measures.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and client communications within the service management platform.
• Record billable time accurately and daily.
• Execute cloud migrations, client onboarding, environment cleanup, security hardening, and governance projects while maintaining daily support responsibilities.
• Advise clients on practical improvements to security, reliability, and productivity, identifying relevant services, licensing, and upgrades based on business needs.
• Mentor junior technicians on troubleshooting, documentation, service quality, and escalation practices.

Five or more years of hands-on technical support experience in a business IT environment, with demonstrated Level 3 capabilities, including root-cause analysis, escalation ownership, and resolution of complex technical issues. Three or more years of experience with a managed services provider, IT consultancy, or comparable multi-client support organization. Prior experience managing assigned client accounts, tracking billable time, and meeting service-level commitments is required.

Hands-on administration of cloud productivity, collaboration, identity, and endpoint management platforms across multiple client environments. Strong troubleshooting skills across Windows and macOS endpoints, remote users, cloud applications, printers, mobile devices, DNS, DHCP, TCP/IP, VPNs, wireless networks, and firewalls. Working proficiency with professional services automation (PSA) and remote monitoring and management (RMM) tools, including ticket documentation, time entry, escalation management, and asset and alert monitoring.

Ability to explain technical issues, options, and trade-offs clearly to nontechnical business owners and employees, both verbally and in writing. Ability to prioritize competing client requests independently, manage frequent interruptions, and meet commitments with minimal supervision. High school diploma or equivalent. Valid driver's license and ability to travel to client sites within the Dallas-Fort Worth area as needed.

Associate or bachelor's degree in information technology, computer science, or a related field. Relevant certifications in cloud administration, identity and access management, cybersecurity, or endpoint administration. Experience with industry-standard PSA and RMM platforms, endpoint detection and response solutions, managed security tools, business telephony…