MSP Level 1 Technician
About The Position
We are seeking a diligent and enthusiastic Managed IT Services (MSP) Level 1 Technician to join our team. The successful candidate will be responsible for providing technical support and services to small to medium-sized businesses (SMBs). This role requires a proactive individual with a strong understanding of IT (hardware & software installation, maintenance, and support), exceptional problem-solving skills, and a dedication to customer satisfaction. At TeamLogic IT, we strive to provide the best customer experience (CX) to everyone we interact with, so interpersonal and strong communication skills are required.
Requirements
- A degree or diploma in Information Technology, Computer Science, or a related field.
- Prior experience in an MSP or IT support environment, preferably servicing SMB clients.
- Proficiency in Windows and macOS operating systems, network configurations, and common business applications (e.g., Microsoft 365, G Suite).
- Strong analytical and troubleshooting skills with a keen attention to detail.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- A customer-focused approach with a commitment to delivering high-quality service and building strong client relationships.
- Ability to work effectively both independently and as part of a collaborative team.
Nice To Haves
- Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are advantageous.
- Experience with Remote Monitoring and Management (RMM) tools: Familiarity with RMM tools like NinjaRMM or similar platforms.
- Experience with Ticketing Systems: Knowledge of ticketing systems such as Autotask PSA, ServiceNow, Zendesk, or similar.
- Documentation Tools: Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint).
- Experience with Cloud Services: Understanding of cloud platforms such as AWS, Azure, or Google Cloud.
Responsibilities
- Provide remote and on-site technical support to SMB clients, troubleshooting hardware and software issues promptly and efficiently.
- Perform routine maintenance tasks on client systems, including updates, backups, and system monitoring to ensure optimal performance and security.
- Act as the first point of contact for all IT-related incidents and service requests, ensuring accurate logging, tracking, and resolution in line with service level agreements (SLAs).
- Maintain clear and effective communication with clients, providing regular updates on incident status and ensuring a high level of customer satisfaction.
- Create and maintain detailed documentation of client systems, configurations, and procedures to support seamless service delivery. Effectively documenting the issue and resolution in our ticketing system.
- Implement and monitor security measures to protect client data and systems, including antivirus updates, firewall configurations, and regular security audits.
- Assist with the installation and configuration of hardware and software for new and existing clients, ensuring compatibility and functionality within their IT environment.
- Identify opportunities for process improvements and contribute to the development of best practices within the team.
Benefits
- Competitive salary and performance-based bonuses
- Comprehensive health, dental, and vision insurance
- Retirement savings plan with company match
- Paid time off and holidays
- Professional development and certification reimbursement
- Opportunities for career advancement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
