MSP Technician II

Overview

Under the supervision of the MSP Manager, the MSP Support Technician II performs a variety of functions in support of multiple departments, including installations, testing, programming, repair and maintenance work, and assists with selling Range equipment and services. Also serves in a maintenance provider role with software installation, end-user support and training tasks, ensuring end-user workstations and network performance meet requirements.

Troubleshooting and continuous support to users on all MSP supported applications, computer problems, and directory / servers is a key function of this role. This role is expected to travel when necessary.

• Perform work duties and tasks while presenting excellent written and verbal communication skills and a positive professional attitude.
• Promptly and professionally meet department standards with assigned installations, testing, programming, repair and maintenance of:
• Multi-line telephone systems.
• Hosted Private Branch Exchanges (PBX).
• Camera systems (video and image only cameras).
• Data transmission equipment.
• Associated peripheral equipment, both private and switchless services and related applications.
• PC hardware and software products.
• Range services and associated peripheral equipment.
• Serve as the initial contact for end users (local and remote) seeking technical assistance by telephone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Troubleshoot and maintain Windows Active Directory and servers.
• Determine the best solution based on the issue and details provided by customers.
• Provide accurate details on options to best market products to generate new business opportunities with new and existing customers.
• Provide both technical and instructional support.
• Setup end user accounts and provide accurate information on IT products or services.
• Record required details regarding events and problems/resolution in Customer Record.
• Track and log time in an effective manner to help facilitate customer billing and accounting.
• Complete application projects and other MSP related projects assigned in a prompt and professional manner, meeting deadlines and specific requirements.
• Maintain, promote and protect confidentiality with regard to the information being processed, stored, and / or accessed by end-users on the network.
• Redirect unresolved issues to the next level of support personnel and communicate necessary information to ensure a smooth transition.
• Maintain and monitor end-user workstations and productivity on local area networks.
• Read, understand and accurately interpret cable records, mechanical blueprints, specifications, and circuit diagrams.
• Perform successful installations, configuration and maintenance of:
• VoIP hardware / software applications.
• A variety of software programs.
• Existing software programs and computer systems.
• Troubleshoot other common hardware and software problems.
• Perform responsibilities in accordance with all company standards, policies, and procedures.
• Maintain a thorough knowledge of company policies and procedures to assist employees / managers with questions.
• Attend company safety and training meetings.
• Completes on-call requirements when scheduled and/or assigned.
• Uphold Range’s values:
  Be Innovative, Be Kind, Be Trustworthy, Be United.
• Perform routine duties under minimal direct supervision.
• Perform various other technical and administrative duties as assigned.
• Assist in projects including customer onboarding, server installation, and network equipment configuration.
• Review and assign trouble tickets among MSP techs.
• Monitor and schedule email protection and training with customers.
• Monitor and report on security and vulnerability scanning software.

• Successful completion of a High School diploma program or GED curriculum / exam (12th grade equivalent) or any other state recognized secondary education program.
• Five (5) years’ successful work experience in a helpdesk, desktop support, or related role.
• A valid, state-issued, and insurable drivers’ license.

Preferred qualifications include:
The successful…