Small Business Technician

MTS Pro Services•New York, NY

6d•$75,000 - $80,000•Hybrid

About The Position

Mike’s Tech Shop is seeking a skilled, customer-focused IT Technician to support and grow our small business services. This role combines hands-on technical support, client relationship management, and responding to prospective customers seeking recurring or one-time IT support services. The Small Business Technician provides remote and on-site support, assesses client needs, recommends appropriate solutions, and follows service opportunities from initial inquiry through completion. The ideal candidate has strong troubleshooting skills, experience supporting Apple and mixed-platform environments, and the ability to work independently at client locations, including installing and terminating network cabling.

Requirements

Demonstrated experience in IT support, field service, or a comparable technical role supporting small business customers.
Strong working knowledge of macOS and Apple hardware, with the ability to support Windows in mixed-platform environments.
Hands-on experience installing, terminating, and testing Ethernet cabling.
Working knowledge of TCP/IP, DHCP, DNS, Wi-Fi, and common small business networking equipment.
Experience supporting Microsoft 365, Google Workspace, or similar business productivity platforms.
Strong diagnostic skills and the ability to resolve technical issues independently.
Clear written and verbal communication skills, including the ability to explain technical concepts to nontechnical customers.
Strong organizational skills and the ability to balance client follow-up, scheduled appointments, and active support requests.
A professional, dependable approach to working in client offices and representing Mike’s Tech Shop.
Ability to travel to client locations throughout the store’s service area and perform on-site installation tasks, with reasonable accommodation as needed.

Nice To Haves

Experience with a small business IT support company.
Experience qualifying leads, developing service proposals, or managing business client relationships.
Familiarity with Apple Business Manager, and Automated Device Enrollment.
Relevant Apple, CompTIA A+, Network+, or comparable certifications.
Experience with backup and recovery solutions, endpoint security, and remote support tools.

Responsibilities

Respond promptly and professionally to inbound leads and inquiries from prospective business clients.
Conduct discovery conversations and site assessments to understand each client’s technology environment, business needs, and support requirements.
Recommend recurring support plans, project-based services, and one-time solutions appropriate to the client’s needs.
Prepare scopes of work and service estimates in coordination with store leadership.
Follow up on proposals, maintain accurate records of client communications, and coordinate onboarding for new accounts.
Build long-term client relationships and identify opportunities for additional services that provide practical value.
Provide remote and on-site troubleshooting, maintenance, and support for Macs, Windows computers, mobile devices, printers, scanners, and related peripherals.
Install, configure, and troubleshoot small business networks, including routers, switches, wireless access points, and internet connectivity.
Install, terminate, label, and test Cat5e/Cat6 Ethernet cabling, including RJ45 connectors, keystone jacks, and patch panels.
Diagnose physical connectivity issues and maintain organized, clearly documented cabling installations.
Configure and support business email, productivity applications, file sharing, backups, and user accounts.
Support Apple Business Manager and mobile device management solutions, including Jamf.
Perform computer deployments, data migrations, operating system and application updates, and hardware replacement coordination.
Implement appropriate security practices, including device encryption, multifactor authentication, access controls, and backup verification.
Coordinate with vendors, internet service providers, and other technical resources to resolve client issues.
Manage assigned tickets, appointments, and projects while communicating clear expectations and timely status updates.
Maintain accurate service notes, time entries, equipment inventories, and client environment documentation.
Prioritize work based on business impact, urgency, and established service commitments.
Recognize issues that require escalation and coordinate additional resources when necessary.
Handle client information, credentials, and equipment with discretion and in accordance with company privacy and security policies.
Collaborate with the store’s technical and retail teams to ensure a consistent customer experience.