Managed Services Technician

NOW HIRING mobiusit.co/careers How we work: At Mobius, we build systems - not dependencies. This role isn’t supervised minute-to-minute. You’ll own a ticket queue, follow documented runbooks, and deliver consistent results without needing someone to check your work. If you thrive with clear expectations and the freedom to execute, you’ll love it here.

T H E R O L E

You are the face of Mobius for our SMB clients. You resolve issues, document what you did, and leave every environment better than you found it. You follow the process - and when the process is missing, you write it. Your work is measured by outcomes, not hours.

S C O R E C A R D - W H A T W I N N I N G L O O K S L I K E

< 4 hours First response on P1/P2 tickets

90%+ Tickets closed with resolution notes

8/10 Client satisfaction score

2+ Runbooks authored or updated monthly

K E Y R E S P O N S I B I L I T I E S

Ticket ownership - own assigned tickets from open to close; every closure includes a clientreadable resolution note

Runbook adherence & authorship - follow documented SOPs; when a runbook is missing, write it before you close the ticket

Endpoint & infrastructure support - Windows/Mac workstations, Microsoft 365, Entra ID, networking (DNS, DHCP, VLANs), printers, AV

Hosted VoIP & connectivity support - Mobius-hosted PBXware clients, SIP device configuration, internet troubleshooting (fiber and fixed wireless)

Proactive escalation - escalate before a client notices, hand off early with full context already documented

Client communication - update clients at defined intervals without being prompted; you set expectations, you meet them

R E Q U I R E D S K I L L S

2+ years in a help desk or field tech role

Windows 10/11, Microsoft 365, Active Directory / Entra ID B O N U S S K I L L S

VoIP / SIP / PBXware experience

cPanel, WordPress, or web hosting support

TCP/IP networking fundamentals (DNS, DHCP, VLANs)

Remote support tools (RustDesk, RMM, TeamViewer)

Strong written communication - tickets, emails, client notes

PSA ticketing discipline (SuperOps or similar)

Valid driver’s license and reliable transportation

Microsft365/Google Workspace administration

Intune or Jamf MDM

CompTIA A+, Network+, or Microsoft certifications

Experience in an MSP (multi-client) environment

Scripting basics (PowerShell, bash) O U R O P E R A T I N G P R I N C I P L E S