Working Schedule: Pacific Standard Time
Work Arrangement: Fully Remote (Work From Home)
Salary: $1,600 - $2,000
Employer: MSP company operating in Florida, USA
Overview
The Service Technician is responsible for providing first-line technical support to end users by handling inbound calls, portal tickets, and email requests. This role focuses on diagnosing and resolving user issues, delivering excellent customer service, and achieving first-contact resolution whenever possible.
Working in a Managed Service Provider (MSP) environment, the technician will troubleshoot a broad range of hardware, software, endpoint, Microsoft 365, and basic networking issues. The ideal candidate has a solid technical foundation, strong troubleshooting skills, and the experience to resolve user issues efficiently while recognizing when escalation to specialized teams is necessary.
Responsibilities
- Handle all inbound technical support requests through phone calls, the ticketing portal, and email, serving as the first point of contact for end users.
- Diagnose and resolve user issues, prioritizing first-contact resolution whenever possible.
- Troubleshoot Windows/macOS issues, operating system errors, application problems, imaging, and driver conflicts.
- Investigate network-related problems, including DNS, DHCP, VLANs, firewall rules, and site-to-site VPNs, within the scope of assigned responsibilities.
- Perform basic server administration and troubleshooting tasks involving Active Directory, Group Policy, and file/print servers.
- Troubleshoot and support Microsoft 365 services, email issues, mailbox access, and related user requests.
- Assist with virtualization issues involving Hyper-V and VMware, as well as basic cloud infrastructure troubleshooting.
- Address security-related issues, including antivirus/EDR alerts, MFA troubleshooting, and access control.
- Utilize remote monitoring and management (RMM) tools, remote support utilities, PowerShell, and other available tools to investigate and resolve technical issues.
- Document troubleshooting steps, findings, and resolutions accurately in the ticketing system.
- Follow established IT service management practices for incident handling, ticket management, and problem resolution.
- Escalate unresolved issues to Tier 2, Tier 3, or specialized teams when necessary, providing clear documentation of troubleshooting steps and findings.
- Meet established service-level agreements (SLAs) for response times, ticket updates, and resolution targets.
- Identify recurring technical issues and recommend solutions to improve service quality and reduce repeat tickets.
- Contribute to the internal knowledge base by documenting common issues, troubleshooting procedures, and best practices.
- Communicate clearly with end users and relevant stakeholders, providing timely updates and setting appropriate expectations for resolution.
- Deliver consistent, professional customer service while managing multiple tickets and prioritizing requests based on urgency and impact.
Qualifications
Technical Skills
- Strong troubleshooting skills across Windows/macOS endpoints, common business applications, and end-user computing environments.
- Working knowledge of Windows Server, Active Directory, Group Policy, and networking fundamentals.
- Familiarity with Microsoft 365 administration and troubleshooting, including user accounts, email, and access-related issues.
- Understanding of networking concepts, including DNS, DHCP, VLANs, routing, firewalls, and VPNs.
- Familiarity with cloud-based services, including Azure and AWS, and basic cloud infrastructure troubleshooting.
- Knowledge of endpoint security solutions, antivirus/EDR tools, MFA, and cybersecurity best practices.
- Experience using RMM tools and remote support platforms in an IT support environment.
- Familiarity with PowerShell, scripting, or automation techniques is an advantage.
- Ability to recognize the limits of Tier 1 support and determine when escalation is appropriate.
Experience & Education
- 3–5 years of experience in IT support, technical support, service desk operations, or a similar role.
- Experience handling inbound support requests and managing tickets in an MSP or similar customer-facing IT environment is preferred.
- Relevant certifications are an advantage, including CompTIA A+, Network+, Security+, Microsoft certifications, or ITIL 4.
- Equivalent practical experience and demonstrated technical troubleshooting ability will also be considered.
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