Note: The job is a remote job and is open to candidates in USA. MCI USA is currently seeking a qualified, self-motivated IT Professional to join their IT team. The role involves providing onsite and remote IT support, managing support tickets, and ensuring the functionality and security of IT systems.
Responsibilities
- Provide day-to-day IT support to staff across remote locations, ensuring timely resolution of technical issues
- Manage and respond to IT support tickets, including troubleshooting hardware, software, and access issues
- Escalate complex issues to internal teams or external vendors as needed
- Track ticket volume, resolution time, and recurring issues to identify trends and improvement areas
- Report on IT support performance against agreed service levels
- Support users across Windows and Mac operating systems, Microsoft 365 applications, and collaboration tools
- Manage user accounts, including onboarding, offboarding, access provisioning, and password resets
- Assist in maintaining system functionality and performance through troubleshooting and updates
- Onboarding and offboarding 365 tenants and other client tools/software
- Set up, configure, and maintain laptops, desktops, and peripheral equipment (monitors, printers, conference room equipment)
- Track and manage IT equipment inventory and software licensing
- Ensure all office IT equipment is operational and properly maintained
- Manage equipment procurement requests and coordinate replacement/disposal of aging hardware
- Ensure secure data wiping and disposal of retired equipment
- Troubleshoot VPN, Wi-Fi, and remote connectivity issues for distributed staff
- Support and maintain network equipment (routers, switches, firewalls) across office locations
- Coordinate with ISPs or network vendors on outages/connectivity issues
- Support enforcement of IT security policies, including endpoint protection, MFA, and access controls
- Monitor for and escalate potential security incidents (phishing, suspicious access, data loss)
- Support compliance with data privacy requirements relevant to client and staff data
- Manage relationships with IT vendors and service providers as needed (support contracts, renewals, SLAs)
- Track software licensing costs and renewal dates to avoid lapses or overspend
- Support data backup processes and assist with disaster recovery procedures as needed
- Assist in maintaining business continuity plans for IT systems
- Assist in developing and maintaining IT documentation, including user guides and internal procedures
- Support process improvements to enhance efficiency and consistency in IT support services
- Provide basic training and guidance to staff on systems, tools, and IT best practices
- Support onboarding of new employees, including setup and orientation to IT systems
- All other duties as assigned
Skills
- Bachelor's/Associate's degree in Computer Science or related field or equivalent experience required
- 2-4 years of experience in IT/Tech Support
- Experience with Windows and Mac operating systems
- Reliable transportation for local travel to MCI offices
- Microsoft 365 Administration (Exchange online, Entra, Intune) required
- Domains and DNS management (GoDaddy, Cloudflare) required
- Strong organizational skills, tidiness of equipment
- Strong attention to detail
- Time management and the ability to handle large volume of work during busy periods
- Strong verbal and written communication skills with the ability to create relationships and partner with staff at all levels
- Strong customer service focus
- Ability to lift 50 pounds
- Strong problem-solving skills with ability to troubleshoot and resolve technical issues efficiently
- Ability to manage multiple support requests and prioritize work effectively
- Strong communication skills, with the ability to explain technical issues to non-technical users
- High attention to detail and commitment to accuracy
- Customer service mindset with focus on responsiveness and user satisfaction
- Ability to work independently while collaborating with internal teams and vendors
- Experience troubleshooting hardware related issues
- Experience supporting Microsoft Office Suite, Microsoft Office 365, Adobe Acrobat and Adobe creative applications is beneficial
- MSP Experience preferred
- Active directory and Azure AD familiarity
Benefits
- PTO
- 13 paid company holidays, including closure Christmas Eve through New Year’s Day
- 401K
- Medical, dental, vision and supplementary insurances
- Employer-paid group life insurance, short-term and long-term disability
- Employer-paid family building benefit (fertility, adoption and surrogacy)
- Employer-paid mental health benefit
- Pet discount program
Company Overview