Support Technician - Managed Service Provider (MSP)

1. Ticket Management and Helpdesk Support:

• Create, update, and manage support tickets in the ticketing system, accurately documenting client issues, troubleshooting steps, and resolutions.

• Respond to incoming helpdesk calls, emails, and support requests from clients, providing timely and courteous assistance.

• Prioritize and escalate support tickets based on urgency, impact, and client requirements, following established SLAs (Service Level Agreements).

1. Technical Support and Troubleshooting:

• Provide basic technical support and troubleshooting for client environments, including Office 365, Active Directory, server infrastructure, and system monitoring tools.

• Diagnose and resolve hardware, software, and network issues remotely or onsite as needed, following standard procedures and best practices.

• Collaborate with senior support technicians and engineering teams to resolve complex technical issues and escalate unresolved problems to higher levels of support.

1. Client Communication and Relationship Management:

• Communicate effectively with clients to gather information, understand their technical issues, and provide updates on support ticket status and resolution progress.

• Build and maintain positive client relationships by delivering high-quality support services, demonstrating professionalism, and exceeding client expectations.

• Provide proactive communication and follow-up to ensure client satisfaction and address any additional support needs or concerns.

1. System Monitoring and Maintenance:

• Monitor client systems, networks, and infrastructure using system monitoring tools, proactively identifying and resolving issues to minimize downtime and disruptions.

• Perform routine system maintenance tasks, such as software updates, patch management, and antivirus scans, to ensure the security and stability of client environments.

• Document and report system monitoring findings, trends, and performance metrics to senior support staff and management as needed.

As a Support Technician at our Managed Service Provider (MSP), you will play a crucial role in providing technical assistance and support to our clients. Your primary responsibilities will include creating and managing support tickets, handling incoming helpdesk calls, and providing basic technical support for client environments, including Office 365, Active Directory, server infrastructure, and system monitoring. This position requires strong communication skills, technical proficiency, and the ability to troubleshoot and resolve issues efficiently., Associate degree or equivalent technical certification in Information Technology, Computer Science, or related field. Bachelor’s degree preferred.

• Minimum of 1-2 years of experience in a technical support role, preferably in a managed service provider or IT services environment.

• Strong understanding of Office 365 administration, Active Directory, server infrastructure, and system monitoring tools.

• Familiarity with ticketing systems and helpdesk support processes.

• Excellent communication and interpersonal skills, with the ability to communicate technical information clearly and effectively to non-technical users.

• Strong problem-solving and troubleshooting abilities, with a focus on providing efficient and effective solutions to technical issues.

• Ability to work independently and collaboratively in a fast-paced, dynamic environment, managing multiple priorities and tasks simultaneously.