Technical Support Specialist, Level 1

Technical Support Specialist, Level 1 As a member of the Managed Operations Center, you will provide technical support to managed services clients in a 24/7/365 environment. Your duties include: Providing application and infrastructure support, network administration, desktop troubleshooting, and server management across multiple environments. Adhering to client service level agreements and team performance goals while prioritizing, resolving, and escalating issues in accordance with company policy. Communicating technical information clearly by phone, in person, and in writing to English‑speaking clients. Documenting client communication and resolution efforts via the internal ticketing system. Maintaining a high degree of professionalism, confidentiality, and integrity while accessing client data and supporting mission‑critical environments. Assisting the security team in monitoring client environments for suspicious activity and responding to security alerts and incidents. Complying with all company policies and procedures. Executing additional duties as assigned. Note: This position is eligible for full remote status for individuals who work from a home office in a state with Managed Solution payroll operations. Individuals located in San Diego County, California, will be required to work as assigned, which may include onsite work from our headquarters, a remote home office, or a client site. Requirements Shift/Availability: Managed Solution operates on a 24x7 basis. Shifts are assigned by management in accordance with company needs. Associate’s or bachelor’s degree in computer science or a related field, plus 2+ years of troubleshooting experience (networking, server/OS, desktop, virtualization). Equivalent combinations of education and/or experience are considered. Prior experience in a multi‑client Managed Services and/or Managed Security Operations Center helpdesk environment is strongly preferred. Demonstrated ability to provide outgoing, enthusiastic customer service and a drive to deliver exceptional service to both internal and external team members. History of ownership and accountability for assigned tasks. Strong organization and problem‑solving skills; experience prioritizing multiple responsibilities in a fast‑paced environment. Excellent oral and written English communication skills. Demonstrated integrity and the ability to maintain client confidentiality. Proficiency in Office365 administration and troubleshooting. Additional knowledge of public/private cloud (e.g., Azure) and virtualization technologies is a plus. Microsoft or other technical certifications highly desired and may be required for employment. Strong troubleshooting skills in a Windows environment, including desktop and server OS. Proficiency in Microsoft Exchange and Active Directory. Knowledge of LAN/WAN administration and troubleshooting (DHCP, DNS, VLANs, firewalls such as Fortigate Manager, NAT, wireless technology). Ability to configure switches is a plus. Basic knowledge of cybersecurity, network monitoring, and endpoint management tools such as Perch, LogicMonitor, SentinelOne. Experience working with ticketing systems (ConnectWise preferred). Prior experience in Managed Services Operations Center. Physical Demands The essential functions of this job require frequent sitting and standing for long periods, manipulating objects with fine and gross motor skills, lifting 10‑pound objects routinely and occasionally lifting 50‑pound objects, communicating verbally and in written English, hearing, using vision, and maintaining regular, punctual attendance. Equal Employment Opportunity We are an equal opportunity employer committed to diversity, inclusion, and belonging. Protecting the identity and employment eligibility of all persons is required by federal law. Managed Solution participates in the federal E‑Verify program to validate work authorization. Benefits PTO: Earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3 and above. 401(k): Eligibility after 90 days; 50% match on the first 6% of your contributions. Holidays: Managed Solution celebrates seven paid holidays each year. Floating Holiday: 1 per year; 2 after 5 years of service. Medical, Dental, Vision: 80% company coverage on the base plan; 15% on dependent costs (optional flexible spending account available). Telemedicine: Access to medical providers 24/7 via phone. Life/AD&D policy: $100,000, free of charge to all employees. Employee Assistance Program: Free financial consultation, counseling, 24/7 traveler’s assistance. Cell Phone and Internet Reimbursement: $80 per month. Compensation Base wage range: $24.00 to $30.00 per hour. Wages are paid as earned and in accordance with company policies. #J-18808-Ljbffr Managed-Solution