Job Title: L2/L3 Support Technician MSP
Job ID: WesIT
Location: Remote
Hours: Monday-Friday, 8:00am – 5:00pm, 9:00 – 6:00pm, or 10:00 - 7:00pm Mountain Time
Pay rate: $1500-$2000 (DOE)
About the client:
Offers IT support for businesses. They have experience and expertise in the field and offer a variety of services including security, monitoring, backups, and training.
Job Description
We are looking to hire an experienced MSP support technician who enjoys working with customers and who has at LEAST 2 years of active MSP experience. The new hire will act as a point of contact for small and medium business customers regarding information technology-related problems. Assist our customers with support, incident management, and client communications for IT systems faults and service requests. Experience working with law firms is highly desirable.
Duties:
- Microsoft M365 experience, including Intune, Identity Management, Conditional Access
- GRC (Governance, Risk, and Compliance) Framework experience, including (NIST (National Institute of Standards and Technology), CIS (Center for Internet Security), HIPAA (Health Insurance Portability and Accountability), PCI-DSS, FTC (Federal Trade Commission), etc.)
- Provide first and second line support for any information technology issues and problems
- Provide assistance by phone, text, email and/or using a ticket management system
- Track issues to resolution
- Update the internal documentation with issue resolution details
- Track user account creation, changes, and deletions
- Support computers, laptops, tablets, smart phones, and applications
- Maintain user accounts including rights, permissions, and systems groups
- Manage critical incidents and related communications
- Determine incident scope and impact quickly and accurately
- Act as a liaison between customers and technical escalation teams
Key Competencies:
- Excellent written and verbal communication skills are a must
- Willingness to Learn New Things
- Excellent customer service skills
- Planning & organizational skills
- Problem solving
- Time management
- Strong Knowledge of Microsoft M365
- Strong Knowledge of Microsoft Windows 10/11 OS
- Mac OSX knowledge a plus
- Understanding of DNS
- Windows Patch Management
- Awareness of networking and routing
- Microsoft/Office 365
- Familiarity with common MSP tools (RMM, PSA, Documentation etc.)
- Firewall management and VoIP experience is a plus
- PowerShell and scripting experience is a plus
Must be open:
- Occasional after hours
- On Call may be required
Education:
- College Degree or relevant work experience in information technology.
- IT Certifications and Military Veteran with honorable discharge, is a plus.
This Job Is Ideal for Someone Who Is:
- Dependable -- more reliable than spontaneous
- People-oriented -- enjoys interacting with people and working on group projects
- Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
- Detail-oriented -- would rather focus on the details of work than the bigger picture
- Achievement-oriented -- enjoys taking on challenges, even if they might fail
- Process oriented -- able to make enhancements to existing processes in order to streamline operations.