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 AccessGRC (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 problemsProvide assistance by phone, text, email and/or using a ticket management systemTrack issues to resolutionUpdate the internal documentation with issue resolution detailsTrack user account creation, changes, and deletionsSupport computers, laptops, tablets, smart phones, and applicationsMaintain user accounts including rights, permissions, and systems groupsManage critical incidents and related communicationsDetermine incident scope and impact quickly and accuratelyAct as a liaison between customers and technical escalation teams Key Competencies: Excellent written and verbal communication skills are a mustWillingness to Learn New ThingsExcellent customer service skillsPlanning & organizational skillsProblem solvingTime managementStrong Knowledge of Microsoft M365Strong Knowledge of Microsoft Windows 10/11 OSMac OSX knowledge a plusUnderstanding of DNSWindows Patch ManagementAwareness of networking and routingMicrosoft/Office 365Familiarity with common MSP tools (RMM, PSA, Documentation etc.)Firewall management and VoIP experience is a plusPowerShell and scripting experience is a plus Must be open: Occasional after hoursOn 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 spontaneousPeople-oriented -- enjoys interacting with people and working on group projectsAdaptable/flexible -- enjoys doing work that requires frequent shifts in directionDetail-oriented -- would rather focus on the details of work than the bigger pictureAchievement-oriented -- enjoys taking on challenges, even if they might failProcess oriented -- able to make enhancements to existing processes in order to streamline operations.