IT Technician

Job Description Job Description We are growing again and seeking a diligent and enthusiastic Managed IT Services (MSP) Level 1 Technician to join our team. The successful candidate will be responsible for providing technical support and services to small to medium-sized businesses (SMBs). This role requires a proactive individual with a strong understanding of IT (hardware & software installation, maintenance, and support), exceptional problem-solving skills, and a dedication to customer satisfaction. At TeamLogic IT, we strive to provide the best customer experience (CX) to everyone we interact with, so interpersonal and strong communication skills are required. Responsibilities: * Technical Support: Provide both remote and on-site technical support to SMB clients, settings up, installing, troubleshooting hardware and software issues promptly and efficiently. * System Maintenance: Perform routine maintenance tasks on client systems, including updates, backups, and system monitoring to ensure optimal performance and security. * Incident Management: Act as the first point of contact for all IT-related incidents and service requests, ensuring accurate logging, tracking, and resolution in line with service level agreements (SLAs). * Client Communication: Maintain clear and effective communication with clients, providing regular updates on incident status and ensuring a high level of customer satisfaction. * Documentation: Create and maintain detailed documentation of client systems, configurations, and procedures to support seamless service delivery. Effectively documenting the issue and resolution in our ticketing system. * Security Management: Implement and monitor security measures to protect client data and systems, including antivirus updates, firewall configurations, and regular security audits. * Hardware and Software Installation: Assist with the installation and configuration of hardware and software for new and existing clients, ensuring compatibility and functionality within their IT environment. * On-Site Deployments: Perform on-site and remote hardware installations and swap-outs as needed. Assist with cabling, mounting, or basic networking tasks during deployment projects. * Continuous Improvement: Identify opportunities for process improvements and contribute to the development of best practices within the team. Knowledge, Skills, & Qualifications: * Education: A degree or diploma in Information Technology, Computer Science, or a related field. * Experience: Prior experience in an MSP or IT support environment, preferably servicing SMB clients. * Technical Skills: Proficiency in Windows and macOS operating systems, network configurations, and common business applications. Applicants with Microsoft 365 Admin Center and/or Azure Admin Center are preferred. * Certifications: Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are advantageous. * Problem-Solving: Strong analytical and troubleshooting skills with a keen attention to detail. * Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. - Customer Service: A customer-focused approach with a commitment to delivering high-quality service and building strong client relationships. * Team Player: Ability to work effectively both independently and as part of a collaborative team. Preferred Additional Qualifications * Experience with Remote Monitoring and Management (RMM) tools: Familiarity with RMM tools like NinjaOne RMM or similar platforms. * Experience with Ticketing Systems: Knowledge of ticketing systems such as Autotask PSA, ServiceNow, Zendesk, or similar. * Documentation Tools: Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint). * Experience with Cloud Services: Understanding of cloud platforms such as AWS, Azure, or Google Cloud. * Must be able to lift and move hardware (up to 50 lbs), climb a ladder, use basic hand tools, and travel to client locations when required Work Environment This position primarily involves remote support with occasional on-site visits to client locations. The role demands a high level of adaptability and the ability to manage multiple tasks simultaneously. * Fast-paced and dynamic environment, with a focus on delivering high-quality IT support to SMB clients. * Collaborative and supportive team culture.