Service Specialist II

XPERTECHS•Plano, TX

94d•Hybrid

About The Position

Join our team as an MSP Service Specialist II and take your career to the next level. This is more than just a support role—it’s an opportunity to grow, gain exposure to a wide range of challenging technical environments, and make a real impact with every client interaction. We are seeking an experienced technical resource who thrives in a dynamic environment and enjoys working directly with users and clients. In this hybrid role, you will split your time between our office, remote support, and on-site client visits. The ideal candidate is a self-starter, motivated to solve problems, build strong client relationships, and deliver exceptional IT support in any situation. Primary responsibilities will be to provide technical support operations to: install, configure, test and troubleshoot our client’s IT infrastructure. This is a client facing position concentrated on resolving incidents and service requests from external clients and driving continuous service improvement initiatives. The Service Specialist II will measure, monitor and work to drive down Level 2 incident levels at the Service Desk relating to desktop, application, cloud, and infrastructure support. Daily activity includes receiving, prioritizing, documenting and actively resolving and/or escalating incidents when considered appropriate and necessary to maintain service level agreement expectations. Problem resolution will include on-site use of diagnostic, remote monitoring, documentation and support desk tracking tools. This position will work closely cross-organizational teams toward the ongoing technical support of our clients.

Requirements

1.5+ years of IT support or help desk experience (Managed Services Provider experience a plus).
Strong knowledge of Microsoft 365, Windows 10/11, networking basics (TCP/IP, DNS, DHCP, VPN).
Excellent troubleshooting and problem-solving skills.
Outstanding communication and interpersonal skills — comfortable working directly with end users.
Ability to manage priorities, work independently, and follow through on commitments.
Valid driver’s license and reliable transportation for on-site client support.
Capability and willingness to travel regionally in support of clients and projects.
Associate’s Degree (with a Bachelor’s degree preferred); at least 2 years’ recent Service Desk experience to the small or mid-sized business market; or an equivalent combination of education and/or experience.
Ability to effectively communicate in specific terms about technologies used by our clients, including Windows Server, Microsoft Exchange Server, HP Servers, Router/Switches, Firewall Appliances, VoIP and IP environment, and CAT5e/CAT6 Infrastructures.
Strong aptitude in OS repairs, Spyware and Virus removal, Hardware, Software, upgrades and troubleshooting.
Ability to read computer instruction manuals, utilize Google Search and comprehend directions therein in order to remedy minor computer equipment malfunctions.
Ability to communicate with and present information to others and access information using a computer for several hours at a time.
Mobility throughout the office and may occasionally drive or ride up to 30 miles to other service locations.
Emotionally mature and able to handle difficult and complex client and work-related situations.
Strong problem solving, conflict resolution, and interpersonal skills.
Self-driven and possess a positive mental attitude.
Ability to establish and build relationships with clients.
Ability to apply knowledge to the business and provide personalized, value-added service.
Willingness to meet or exceed needs of clients by pursuing improved courses of action; delivers products and services that best serve client needs; uses client feedback as a basis for improving service and performs necessary follow-up work without being prompted.
Ability to create commitment to common goals; identify competing interests and find ways to balance them; value contributions of all team members and other constituencies; value team accomplishments over individual accomplishments; leverage others’ strengths and experiences to achieve team goals; co-operate with colleagues and share resources.
Excellent written and verbal communication skills.
Effective organizational, multi-tasking, and prioritization skills.
Ability to read, analyze, and interpret general industry periodicals, technical procedures and governmental regulations.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to effectively present information and respond to questions from clients, vendors, employees, and the general public.
Ability to relate to other people beyond giving and receiving instructions: (a) can get along with other co-workers or peers without exhibiting behavioral extremes; (b) perform work activities requiring negotiating, instructing, supervising, persuading or speaking to others; and (c) respond appropriately to constructive criticism from a supervisor.

Nice To Haves

Managed Services Provider experience a plus
Bachelor's degree preferred

Responsibilities

Provide technical support to end users via remote tools, phone, in-office assistance, and on-site visits.
Troubleshoot and resolve issues related to Windows desktops/laptops, Microsoft 365, networking, printers, and mobile devices.
Perform routine maintenance, system updates, and proactive monitoring to prevent issues.
Escalate complex issues to senior engineers when needed, while working to maintain ownership of client satisfaction.
Document support requests, solutions, and procedures in the ticketing system.
Assist with client onboarding, device deployments, and technology refresh projects.
Deliver excellent customer service, ensuring clients feel supported and confident in their technology.
Install, configure, test and troubleshoot client’s IT infrastructure.
Resolve incidents and service requests from external clients.
Drive continuous service improvement initiatives.
Measure, monitor and work to drive down Level 2 incident levels at the Service Desk relating to desktop, application, cloud, and infrastructure support.
Receive, prioritize, document and actively resolve and/or escalate incidents.
Use diagnostic, remote monitoring, documentation and support desk tracking tools for problem resolution.
Work closely with cross-organizational teams toward the ongoing technical support of clients.