MSP Technician

JOB SUMMARY

Under the supervision of the MSP Manager, the MSP Support Technician I performs a variety of functions in support of multiple departments, including but not limited to installations, testing, programming, repair, and maintenance work, and serves to assist 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 of 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 and demonstrate your commitment to Range’s values in everything you do.
• Perform routine duties under minimal direct supervision.
• Perform various other technical and administrative duties as assigned.

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

Preferred qualifications include:
The successful completion of a 2‑year Associates in Information Technology or a similarly related field of study.

• Information Technology Related Knowledge:
  Firm working knowledge of telecommunications and/or IT related concepts,…