Managed IT Services Technician

Peoples Communication • Winnsboro, TX

3d

About The Position

The Managed IT Services Technician is responsible for Managed IT Services installations and providing consistent technical resources to customers for internet, hosted voice, and internal IT infrastructure services. This is an internal and customer-facing technical role that provides technical support and maintains customer networking and server equipment, as well as application support and general internet, voice, and IT support. The technician also supports internet customers by phone, gathering relevant information, troubleshooting, and resolving issues. The role includes conducting customer discovery meetings and onsite assessments to understand business objectives, existing infrastructure, operational challenges, and technology requirements, and promoting internet-related products and services. The position performs other related duties assigned by management.

Requirements

• Working knowledge of MSP service delivery, including remote monitoring and management, ticketing systems, endpoint management, patching, and customer support processes.
• Knowledge of VoIP.
• Foundational knowledge of next-generation firewalls, including configuration, access control policies, intrusion prevention, application filtering, VPN connectivity, and monitoring and troubleshooting network security issues.
• Knowledge of wireless networking technologies, including Wi-Fi standards, RF principles, 2.4 GHz, 5 GHz, and 6 GHz bands, channel planning and width selection, interference mitigation, and transmit power optimization.
• Knowledge of structured cabling systems, including copper and fiber optic cable installation, termination, testing, labeling, and troubleshooting, and ability to follow industry standards, safety practices, and documentation requirements.
• Knowledge of backup and disaster recovery concepts, including retention, recovery objectives, restoration testing, and business continuity.
• Ability to manage multiple opportunities, meet deadlines, and collaborate across departments.
• Knowledge of management principles and practices, including planning, organizing, prioritizing, coordinating resources, and evaluating work to achieve organizational goals efficiently and effectively.
• Problem-solving and resolution skills.
• Ability to read and interpret technical documents and information.
• Ability to communicate professionally and courteously with customers, employees, and business contacts.
• Ability to organize and prioritize multiple work assignments.
• Attention to detail and ability to make sound decisions using available information.
• Knowledge of company policies and procedures.
• Ability to create a team environment and sustain employee morale.
• Associate or bachelor's degree in information technology, computer networking, business, or a related field, or an equivalent combination of education and relevant experience.
• Three or more years of experience in IT support, systems administration, network administration, or Managed Services.

Nice To Haves

• Experience using Polycom and Yealink phones.
• Experience using Wireshark to troubleshoot SIP call failure-related issues.
• Relevant BICSI certification.
• Experience supporting technical sales, conducting customer assessments, or developing IT proposals.

Responsibilities

• Provide technical support to Managed IT Services customers.
• Install and maintain customer routers, firewalls, switches, access points, and servers.
• Provide application support to maintenance customers as needed.
• Provide general internet, voice, and IT support to Managed IT Services customers.
• Support internet customers by answering calls, gathering relevant information, troubleshooting, and resolving problems and issues.
• Conduct customer discovery meetings and onsite assessments to understand business objectives, existing infrastructure, operational challenges, and technology requirements.
• Promote internet-related products and services.
• Perform other related duties assigned by management.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree