Level 1 - Support Technician

Employer: MSP company based in USA

Remote Work Setup

Working Schedule: Monday-Friday, 8:00AM - 5:00PM Pacific Standard Time

General Summary:

Support Technician I is a seasoned front-line technician. This person is a good communicator and a person who can manage well when the client is struggling and needs strong guidance. This person should be prompt and know the importance of communicating next steps and ETAs. Most importantly, this person should be eager to learn while following prescribed procedures. The pace and demands in this environment are usually much greater than an "in-house" or enterprise position. This position requires solid technical skills and experience, and is not an Entry Level role

Position Responsibilities:

• Understand and perform ticket triage when required
• Provide front line user support for Windows/iOS, Office, Email, VPN,
• Security alerts, and Filesharing requests/incidents.
• Assist with the execution of project tasks based on established SoPs.
• Complete recurring tasks accurately and completely based on established SoPs
• Document client systems based on discovered information per company standards

Knowledge, Skills, and Abilities:

• Technical Skills
• Solid Troubleshooting methodology and process
• Solid Experience required with Windows desktop operating systems, MS Office, Printers, and common applications.
• Experience working in and configuring Active Directory (Add/Remove/Change Users, User Attributes)
• Experience working in Office 365 and Entra. (User management, Exchange Online, SharePoint/OneDrive)
• Understanding of networking and troubleshooting Internet connectivity
• Experience with multiuser technology environments (Remote Desktop Services, AVD, virtual desktop infrastructure)
• Experience with VPN setup for end users and troubleshooting.
• Understanding of relationship between routers, switches, patch panels and connecting nodes to a network
• Working knowledge of wireless technologies
• Understanding of DNS services
• Understanding of email infrastructure (DNS records involved, Services, Spam Filters)
• Experience with firewall technologies - SonicWALL, Sophos, Juniper, Fortinet, WatchGuard, Unifi
• Working knowledge of security fundamentals endpoint protection, MFA, phishing, threat management etc.
• Clear written and verbal English skills.
  
  

Soft Skills:

• Attention to Detail and ability to accurately complete prescribed work.
• Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
• Ability to pay close attention to detail while performing technically detailed tasks
• Ability to deal effectively with stressful situations
• Ability and willingness to recognize when it is necessary to ask for technical expertise from other team members
• Ability to provide accurate time estimates for how long a task will take
• Understands that the success of individuals is measured by the success of their team
• Ability to quickly learn new technologies using self-study materials and experience.
• Ability to articulate technical information clearly and simply to non-technical people
• Enjoys helping people
• Is self-motivated and can be self-directed when necessary
• Enjoys sharing information, supporting others, and working on a team to achieve team goals
  
  

Credentials and Experience:

• 1+ years in MSP or helpdesk role
• CompTIA A+, and/or Network +, or equivalent experience.
• 1 or more Microsoft Fundamental (or Associate) Level certificates, or equivalent experience.