MSP IT Technician Level 1

If you are a legit IT tech and looking to help make a difference in a company by supporting us and our clients well then see below. We are looking for you.

Job and Company Overview

We are a Managed Service Provider company in Charlotte, NC supporting the greater Charlotte metro area and beyond looking for an IT computer and network technician. Offering both onsite and remote support to businesses of all sizes in various industries, we support software and hardware of all kinds (servers, desktops, laptops, smart devices, wireless, firewalls, phones, etc.). This position requires a solid understanding to troubleshoot computer software, hardware, and networking issues via telephone, remote access software and onsite. We care about our clients and want their business to be successful.

Responsibilities and Duties

This list is not extensive but provides a basic overview of some of the responsibilities and duties for this position. These will grow and change over time as we continue to grow as an MSP.

• Provide first level help desk support to clients over the phone and via remote access tools using our ticketing system and automation tools.
• Perform troubleshooting of hardware and software issues of servers, computers, printers, networking equipment, and other devices.
• Travel onsite to clients to perform troubleshooting, setup of new equipment, projects (including but not limited to computer, printer, and device installs, structural cabling, and more), etc.
• Work with team members to provide great support and timely resolution of issues for our clients.
• Develop and use consistent documentation and coordination with existing staff.
• Ability to work on projects
• Be willing to go above and beyond to provide the best support possible.

Qualifications, Attributes, and Skills

The ideal candidate will have the following qualifications, attributes, and skills:

• High School Diploma or Equivalent.
• Help Desk Experience (1 year minimum).
• Nice to have - Experience with various Windows Server versions and an understanding of Windows Server Administration; Active Directory, Group Policy, DNS, DHCP, etc.
• Professional experience of Microsoft 365, Microsoft Exchange.
• Understanding of Microsoft/Office 365, Google Apps, and/or hosted Exchange.
• Understanding of routing, switching, and wireless setup, configuration, administration, and troubleshooting.
• Nice to have - Experience using MSP RMM and PSA tools (ConnectWise, Kaseya/Datto/Autotask, etc.).
• Excellent customer service attitude, always seeking to serve our clients well.
• Communication Skills – Able to communicate information to clients in a manner that is easily understood. Able to communicate in a technical manner and explain complex issues with co-workers.
• Ability to lift more than 50lbs.
• Ability to drive and travel, must have valid driver's license and good driving record.
• Detail-oriented – Ability to focus on the details of work while not losing sight of the bigger picture.
• Critical thinking – The ability to think logically and critically through issues to quickly troubleshoot and resolve issues.
• People-oriented – A team partner that enjoys interacting with people (both clients and co-workers). Able to work together and contribute to group projects.
• Autonomous/Independent – Ability to also work independently with little direction and stay motivated. Doesn’t get frustrated easily when solving difficult issues.
• Adaptable/Flexible – Enjoys doing work that requires frequent shifts in directions.
• Achievement-oriented – Enjoys taking on challenges, even if they might fail.
• Innovative – Ability to work in unconventional ways or work on tasks that require creativity.
• Dependable - More reliable than spontaneous. Always completes given tasks. Arrives on time and communicates when issues arise.
• High Stress Tolerance – Ability to thrive in a high-pressure environment.

LOCAL CANDIDATES ONLY

Perks

• Remote work days available
• Custom Health options
• Dental, Vision, Life and Retirement packages
• Paid vacation and PTO
• Birthday off
• Company supplied equipment
• Ongoing training options
• Easy going work environment and team building
• Incentives up to 18% for performance and achieving goals

Our Mission:

Build trusted relationships with our clients that allow them to use technology to their advantage. This means we make computers work for you, so you can work on making your business great!

Our Focus:

Making IT work for you with customer service and support leading the way

Our Values:

Work Heartily, Unwavering Integrity, Friendly Service, Reliable Teamwork