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 product-related issues.
• Assist in monitoring and troubleshooting incidents.
• Provide hardware/software support and documentation.
• Interact with internal teams and vendors for escalations.
• Maintain excellent customer service standards.
• Document issues and resolutions effectively.
• Work under moderate supervision.
• Enjoy learning new technologies and solving challenges.

Requirements

• Strong oral and written communication skills.
• Bilingual (English-Spanish) preferred.
• Effective time management and multi-tasking skills.
• Detail-oriented and organized.
• Passion for problem-solving and continuous improvement.
• Knowledge of remote management tools.
• Ability to troubleshoot and configure workstations.
• Ability to lift at least 50 pounds.
• Minimum one year of service desk experience.
• Experience with Office 365 and related software.

Benefits

• Rich medical and prescription plans.
• Dental & Vision coverage.
• Paid holidays and flexible paid time off.
• 401K with Safe Harbor matching.
• Stock appreciation rights.
• Company-paid life and disability insurance.
• Mental health support and financial wellness services.
• FSA for medical and dependent care.
• Company-paid training and materials.
• Performance-based bonuses.