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SUMMARY
We’re hiring an ITSupport Technician (Level 3) to take ownership of Help Desk operations in afast-paced MSP environment. This role is focused on solving issues efficiently,managing multiple tickets, and delivering a strong client experience. You’llwork across multiple client environments, handling issues end-to-end whilemaintaining clear communication and documentation.
JOB RESPONSIBILITIES
- You manage your ticket queue withoutgetting overwhelmed
- You solve issues quickly and move on,without getting stuck researching
- You communicate clearly and keep ticketsconsistently updated
- You take ownership and follow issuesthrough to completion
- You identify patterns and help improve howwe operate
- Handle escalations
- Highly client-facing
- Document and organize the help desk
QUALIFICATIONS
- Experience in a ticket-driven supportenvironment (MSP experience strongly preferred)
- Comfortable managing multiple tickets atonce and prioritizing effectively
- Strong troubleshooting skills — able todiagnose and resolve issues efficiently
- Ability to escalate appropriately withoutover-researching
- Clear communicator — comfortable workingwith non-technical users
- Organized, self-motivated, and able tomanage your own time
- Strong documentation habits and attentionto detail
- Strong experience with Microsoftenvironments (Windows Server, Office365, Azure AD)
- Solid understanding of networking concepts(routers, switches, firewalls, VPNs)
- Experience with virtualization platforms(VMware, Hyper-V, or similar)
- Comfortable troubleshooting both hardwareand software issues end-to-end
- Nice to Have
- Autotask (PSA)
- N-able / SolarWinds (RMM)
- Exposure to automation or scripting(PowerShell, etc.)
- Experience with accounting or businessapplications (QuickBooks, Sage, etc.)
JOB REQUIREMENTS
- Should be willing toaccept a long-term work-from-home arrangement.
- Should be amenable toa permanent night shift schedule.
Details
