Managed IT Services Technician

Peoples Communication • Winnsboro, TX

5d

About The Position

The Managed IT Services Technician is responsible for Managed IT Services installations for multiple customers. This internal and customer-facing technical role provides consistent technical resources for customers’ internet, hosted voice, and internal IT infrastructure services. The technician supports customers, installs and maintains networking and server equipment, provides application support, and handles general internet, voice, and IT support. The role also includes customer discovery meetings and onsite assessments to understand business objectives, existing infrastructure, operational challenges, and technology requirements, as well as promoting internet-related products and services.

Requirements

• 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.
• 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, channel 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 the 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.
• Ability to make sound decisions using information at hand.
• Knowledge of company policies and procedures.
• Ability to create a team environment and sustain employee morale.

Nice To Haves

• Use of Polycom and Yealink phones.
• Experience using Wireshark to troubleshoot SIP call failure 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 routers, firewalls, switches, access points, and servers for Managed IT Services customers.
• Provide application support to maintenance customers as needed.
• Provide general internet, voice, and IT support to Managed IT Services customers.
• Answer internet customers’ calls, gather relevant information, troubleshoot issues, and resolve problems.
• 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
• Career Level: Mid Level
• Education Level: Associate degree