IT Support Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the initial point of contact for clients via the Service Desk.

• Offer remote assistance for desktops, laptops, mobile devices, printers, and other peripheral equipment.

• Diagnose issues related to Microsoft 365, Windows operating systems, Active Directory, and networking.

• Provide support for LAN/WAN connectivity and network infrastructure.

• Record all tasks completed in the PSA system.

• Appropriately escalate complex issues while ensuring ownership of the client experience.

• Assist with client onboarding, deployments, and technical projects as necessary.

• Support both cloud-hosted and customer-managed environments.

• Deliver professional, responsive, and customer-centric service.

• Collaborate closely with senior technicians and engineers when escalation is needed.

⛳️ Requirements

• Must reside in the United States.

• At least 1 year of experience in a Managed Service Provider (MSP) environment is required.

• A minimum of 1 year of experience in technical support is required.

• Experience with Microsoft 365 support is necessary.

• Familiarity with supporting Windows desktop operating systems is essential.

• Experience with Active Directory is required.

• Knowledge of network connectivity and troubleshooting is necessary.

• Strong customer service and communication skills are essential.

• Ability to handle multiple priorities in a fast-paced setting is required.

• Excellent troubleshooting and problem-solving skills are necessary.

• A reliable internet connection and dedicated workspace for remote work are required.

• CompTIA A+, Network+, or equivalent technical training is preferred.

• Experience with ConnectWise Manage or similar PSA platforms is preferred.

• Familiarity with ConnectWise Automate, LabTech, or similar RMM tools is preferred.

• Knowledge of server hardware, RAID configurations, iLO/DRAC management, backup and disaster recovery solutions, bare metal restores, SSL certificates, domain registrars, and web hosting providers is preferred.

🏝️ Benefits

• Generous reimbursement for eligible courses.

• Access to on-demand training resources.

• Contract-to-hire opportunity with the potential for permanent employment based on performance and business needs.

• Exposure to a diverse range of technologies and environments.

• Supportive and collaborative team atmosphere.

• Opportunities for career development and upward mobility.