MSP Level 1 Technician

Summary

TeamLogic IT is a Managed IT Services provider seeking a diligent and enthusiastic MSP Level 1 Technician to join their team. The successful candidate will provide technical support and services to small to medium-sized businesses, ensuring customer satisfaction and optimal system performance.

Responsibilities

• Provide remote and on-site technical support to SMB clients, troubleshooting hardware and software issues promptly and efficiently
• Perform routine maintenance tasks on client systems, including updates, backups, and system monitoring to ensure optimal performance and security
• Act as the first point of contact for all IT-related incidents and service requests, ensuring accurate logging, tracking, and resolution in line with service level agreements (SLAs)
• Maintain clear and effective communication with clients, providing regular updates on incident status and ensuring a high level of customer satisfaction
• Create and maintain detailed documentation of client systems, configurations, and procedures to support seamless service delivery. Effectively documenting the issue and resolution in our ticketing system
• Implement and monitor security measures to protect client data and systems, including antivirus updates, firewall configurations, and regular security audits
• Assist with the installation and configuration of hardware and software for new and existing clients, ensuring compatibility and functionality within their IT environment
• Identify opportunities for process improvements and contribute to the development of best practices within the team

Skills

• A degree or diploma in Information Technology, Computer Science, or a related field
• Prior experience in an MSP or IT support environment, preferably servicing SMB clients
• Proficiency in Windows and macOS operating systems, network configurations, and common business applications (e.g., Microsoft 365, G Suite)
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are advantageous
• Strong analytical and troubleshooting skills with a keen attention to detail
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
• A customer-focused approach with a commitment to delivering high-quality service and building strong client relationships
• Ability to work effectively both independently and as part of a collaborative team
• Experience with Remote Monitoring and Management (RMM) tools: Familiarity with RMM tools like NinjaRMM or similar platforms
• Experience with Ticketing Systems: Knowledge of ticketing systems such as Autotask PSA, ServiceNow, Zendesk, or similar
• Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint)
• Understanding of cloud platforms such as AWS, Azure, or Google Cloud

Qualifications

Must Haves

• A degree or diploma in Information Technology, Computer Science, or a related field
• Prior experience in an MSP or IT support environment, preferably servicing SMB clients
• Proficiency in Windows and macOS operating systems, network configurations, and common business applications (e.g., Microsoft 365, G Suite)
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are advantageous
• Strong analytical and troubleshooting skills with a keen attention to detail
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
• A customer-focused approach with a commitment to delivering high-quality service and building strong client relationships
• Ability to work effectively both independently and as part of a collaborative team

Nice to Haves

• Experience with Remote Monitoring and Management (RMM) tools: Familiarity with RMM tools like NinjaRMM or similar platforms
• Experience with Ticketing Systems: Knowledge of ticketing systems such as Autotask PSA, ServiceNow, Zendesk, or similar
• Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint)
• Understanding of cloud platforms such as AWS, Azure, or Google Cloud

Benefits

• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• Training & development
• Vision insurance
• Comprehensive health, dental, and vision insurance
• Retirement savings plan with company match
• Paid time off and holidays
• Professional development and certification reimbursement
• Opportunities for career advancement