Helpdesk Technician (MSP)

Job DescriptionWe are seeking an experienced Helpdesk Technician to support multiple client environments in a fast-paced Managed Services Provider (MSP) setting. This role focuses on advanced troubleshooting, ticket escalation, and delivering excellent customer service both remotely and on-site.

As a Helpdesk Technician, you will respond to client IT issues over the phone and through email-generated trouble tickets and assist in finding a solution to get the client back to work as fast as possible. To be successful in this role, one must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer service-oriented and patient to defuse difficult situations and restore calm to the client. The goal is to create value for clients that will help preserve the company's reputation and business. Our clients entrust Nomerel with not only their IT needs, but many times, with the most critical piece of their business.

What You'll Do:

• Provide technical support for multiple client environments, both remote and on-site
• Troubleshoot and resolve escalated issues related to Windows/macOS, servers, networking, and cloud services
• Support and manage Microsoft 365, Azure AD, Exchange, and related services
• Diagnose and resolve network issues (firewalls, switches, Wi-Fi, VPNs)
• Perform system maintenance, patching, backups, and monitoring
• Document all work clearly and accurately in the ticketing and knowledge base systems
• Identify recurring issues and recommend long-term solutions or improvements
• Participate in on-call rotation as required

• Minimum of 2 years of experience working in a Managed Services Provider (MSP) environment
• Strong working knowledge of:
• Windows desktop and server operating systems
• Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams)
• Active Directory and Group Policy
• Networking fundamentals (TCP/IP, DNS, DHCP, VLANs)
• Backup and disaster recovery solutions
• Experience working with multiple clients and competing priorities
• Excellent troubleshooting, communication, and customer service skills
• Travel up to 30%; occasional overnight travel may be required. Monthly travel to/from Tulsa/Oklahoma City is expected.

Additional Requirements

• Reliable transportation
• Valid driver's license
• Must pass a background check
• Must be eligible to work in the United States (no sponsorships provided)
• This position requires travel to clients' offices., * Industry certifications (CompTIA Network+, Security+, Microsoft, or similar)
• Experience with RMM and PSA tools
• Familiarity with cybersecurity best practices and endpoint protection

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Flexible schedule, Competitive Compensation and Benefits - We offer a comprehensive package that rewards your expertise and hard work., * Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance