MSP Support Engineer - L1

Job Description:

Our Driving Force

"We Do What's Right When No One Is Looking."

This simple ideology stands at the core of everything we do, guiding our commitment to providing exceptional IT services for our clients, internal and external.

Company Overview: We are a dynamic and forward-thinking technology solutions provider that empowers small to medium-sized businesses through streamlined IT processes. Our commitment to exceptional service and innovative solutions allows our clients to thrive in the complex digital landscape.

Job Title: MSP Support Engineer - L1

Position Overview: We are seeking an ambitious MSP Support Engineer to join our team. In this junior-level position, you will provide essential technical support and customer service to our clients, ensuring their IT systems operate smoothly. You will be responsible for troubleshooting basic hardware and software issues, deploying PCs, assisting with client inquiries, engaging in special client projects, and learning from experienced team members. This role offers the opportunity for professional growth as you develop your skills and contribute to our commitment to exceptional client service.

Our Culture

• Caring Leadership: We prioritize your well-being and growth.
• Supportive Teamwork: We value collaboration and commitment.
• Growth-Driven Environment: Your ambition is your only limitation.
• Teamwork Makes the Dream Work : A team that genuinely covers each other's back
• Learning Mindset: We fail forward.
• Client Partnerships: We see clients as partners and friends.
• Accessible Leadership: Direct dialogue with management is encouraged.
• Balanced Professionalism: We combine a relaxed atmosphere with professional excellence.
• Home-Like Workplace: We foster a supportive, inclusive environment.
• Work-Life Balance: We respect personal time and strive for balance.
• Dynamic Pace: Embrace our fast-paced and exciting work environment.
• Integrity: We Do What's Right When No One Is Looking.

Who We Want to Work With

• Positivity: Not every day is easy but looking on the bright side and always looking for the positive in every scenario is crucial in this field. Maintaining composure and searching for the positive side of the coin is at the heart of what we do.
• Ambition: Individuals who don't wait to be told what to do, who are constantly seeking out knowledge and opportunities to grow,
• Self-Starter: Individuals who OWN their day, taking accountability for their tickets, their issues, their customers, their mistakes, and their wins.
• Grit and Tenacity: Individuals who are not afraid to jump in the deep end to explore unknown waters, uncover and dive into tasks outside their comfort zone, approach challenges with a smile, and remain persistent in the face of adversity.
• Team-Player: Individuals who understand the importance and power of a team environment. Someone who is not above taking out the trash or fixing that darn printer. Supporting your colleagues and stepping up to the plate to go up to bat for your team is essential.
• Dependability: Individuals who do what they say they are going to do, see an issue through to the end, and understand their role in any given circumstance
• Perspective: Individuals who come with or without experience but are open-minded and willing to view perspectives other than their own

Responsibilities:

• Technical Support: Provide first-level troubleshooting for hardware, software, and network issues. Deliver basic-level desktop and server support, including user creation, Office 365 management, password resets, drive mapping, and application support. Assist clients mainly through remote support, with occasional on-site visits as needed.

• Customer Service: Deliver exceptional customer service, maintaining a positive and professional demeanor in all interactions.

• Collaboration: Collaborate with senior team members to escalate complex issues and participate in knowledge-sharing sessions.

• Client Projects: Additionally,collaborate with senior technical resources on client projects within, or slightly outside of, your skill level to cultivate technical growth and learning opportunities

• Schedule Management : Independently manage your schedule, prioritize tasks, and maintain client communications.
• Audits : Assist in performing regular security audits for clients, ensuring a strong IT security posture
• Documentation: Maintain detailed ticket documentation within our system
• Process Improvement: Identify and implement solutions for recurring issues to boost operational efficiency.
• SOP Development: Contribute to the development and maintenance of knowledge-based articles.

Qualifications:

Required

• 1-3 years in a help desk or technical support experience, preferably in an MSP environment.
• Basic understanding of IT concepts, procedures, and best practices
• Basic understanding of basic network concepts (LAN/WAN/VPN) and SaaS technologies.
• Exposure to Microsoft 365 management
• Proficiency in Windows and Mac operating systems
• Proficiency with ticketing systems and documentation tools.
• Proficiency with the Microsoft Office suite
• Ability to work in a fast-paced environment
• Excellent written and verbal communication skills
• Strong troubleshooting and analytical skills
• The candidate will provide their own transportation. You must possess a valid driver's license, proof of insurance, and a clean driving record. Ability to pass a background check and eligibility to work in the USA.

Preferred

• Experience managing ThreatLocker endpoint security
• Experience managing the Unifi ecosystem, i.e., firewalls, switches, access points, phones, cameras, etc.
• Experience supporting Tax/Accounting software such as Drake, UltraTax, Thomson Reuters
• Basic understanding of backups, disaster recovery, and business continuity
• Basic understanding of cybersecurity practices, including firewalls, EDR/MDR, and encryption
• Basic understanding of Mobile Device Management platforms, preferably Addigy
• Familiarity with VoIP systems and concepts

Hybrid Role + Travel

Approximately 80% remote in-office and 20% on-site support. Option for two days of remote work (weekly) after 90 days of employment. Clients are in Maricopa County.


Required Skills:
• Business Continuity
• Offers
• Eligibility
• BASIC
• Driving
• Proof
• Disaster Recovery
• Mac
• Balance
• Collaboration
• Firewalls
• Articles
• Process Improvement
• Partnerships
• Accountability
• Switches
• Operational Efficiency
• Tax
• Travel
• Transportation
• Analytical Skills
• Operating Systems
• Insurance
• Communication Skills
• Technical Support
• Security
• Troubleshooting
• Windows
• Accounting
• Software
• Documentation
• Maintenance
• Teamwork
• Business
• Customer Service
• Microsoft Office
• Leadership
• Communication
• Management