Managed Services Technician - Remote

Overview

The Technician, Managed Services provides initial, tier one technical support to customers via inbound calls, email, in-person meetings and video calling by handling inquiries and troubleshooting basic technical product-related issues.

In Short

• Provide initial technical support to customers.
• Handle inquiries via calls, email, and video calls.
• Troubleshoot basic technical issues.
• Assist in monitoring and troubleshooting incidents.
• Document issues and provide hardware/software support.
• Interact with internal teams and vendors for escalations.
• Maintain excellent customer service.
• Must be detail-oriented and organized.
• Experience with remote management tools is preferred.
• Bilingual (English-Spanish) is highly preferred.

Requirements

• Minimum one year of service desk experience.
• Strong communication and interpersonal skills.
• Experience in a call center environment is preferred.
• Bachelor’s degree or equivalent professional experience.
• Experience with Office 365 and Microsoft applications.
• Knowledge of systems like ConnectWise and Solarwinds.
• Understanding of SharePoint and OneDrive.
• Ability to lift at least 50 pounds.
• CompTIA A+ certification is a plus.
• Ability to troubleshoot and configure workstations.

Benefits

• Rich medical and prescription plans.
• Dental and vision coverage.
• Paid holidays and flexible paid time off.
• 401K with Safe Harbor matching.
• Company-paid life insurance and disability insurance.
• Mental health support and financial wellness services.
• Company-paid training and materials.
• Performance-based bonuses.