IT Support Technician - Remote

Overview

The IT Support Technician provides technical assistance and support to end users across various organizations served by MSP clients. Responsibilities include diagnosing and resolving hardware, software, and network issues to ensure smooth system operation.

In Short

• Respond promptly to user inquiries and provide advanced level technical support via phone, email, or remote support.
• Diagnose and resolve technical hardware and software issues, including desktops, laptops, printers, peripherals, and mobile devices.
• Use remote tools (RMM) and diagnostic utilities to aid in resolving support requests.
• Troubleshoot spam filters, O365, Microsoft Exchange, and associated email solutions.
• Troubleshoot and resolve firewall, router, and other network related issues.
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Escalate incidents to appropriate teams or vendors for further investigation and resolution.
• Setup and deployment of new PCs and printers.
• Create new users and maintain Active Directory information.
• Document technical procedures, configurations, and troubleshooting steps for reference and training purposes.

Requirements

• Associate degree or higher in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum 5 years of experience as an IT Support Technician or similar role.
• MSP Experience preferred.
• Understanding of computer hardware, software, and networking principles.
• Proficiency in troubleshooting technical issues and providing timely solutions.
• Familiarity with Windows and Mac operating systems, as well as Microsoft Office Suite and other common software applications.
• Familiarity with virtualization, Hyper-V and VMware.
• Knowledge of network protocols, TCP/IP, DNS, DHCP, VPN.
• Experience with Active Directory, Office 365, Azure AD, and user account management.
• Strong communication skills, with the ability to interact professionally with any user from different client locations.

Benefits

• Opportunities for growth and advancement.
• Competitive compensation package, including Philcare HMO.