MSP Tier 1 IT Support Technician-Not Remote
$45,760,000–$58,240,000 year
HybridDurham, North Carolina, United States
Job Summary
Provide remote and on-site technical support to SMB clients by troubleshooting hardware and software issues. Perform routine system maintenance including updates, backups, and monitoring while acting as the first point of contact for all incidents. Implement security measures such as antivirus updates and firewall configurations, and assist with hardware and software installation. Maintain clear communication with clients, log all service requests, and document system configurations and resolutions. Identify process improvements to contribute to team best practices. This role involves occasional on-site visits and requires proficiency in Windows/macOS, Microsoft 365, and G Suite.
Required Qualifications
- 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
- Common business applications (e.g., Microsoft 365, G Suite)
- Strong analytical and troubleshooting skills
- A keen attention to detail
- Excellent verbal and written communication skills
- The ability to explain technical concepts to non-technical users
- A customer-focused approach
- A commitment to delivering high-quality service
- Building strong client relationships
- Ability to work effectively both independently and as part of a collaborative team
- Remote support
- Occasional on-site visits to client locations
- A high level of adaptability
- The ability to manage multiple tasks simultaneously
Desired Qualifications
- Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP)
- 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
- Documentation Tools: Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint)
- Experience with Cloud Services: Understanding of cloud platforms such as AWS, Azure, or Google Cloud
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