IT Support Services Technician

This role is responsible for serving as a front-line technical resource for end users across our client base in a managed service provider environment. This role provides responsive remote support, troubleshoots day-to-day technical issues, documents customer interactions, escalates requests when appropriate, and helps ensure a reliable, friendly support experience for everyone who contacts us. The ideal candidate is genuinely customer-service focused, thrives as a self-starter, and can stay productive and accountable without close supervision. This individual communicates clearly with technical and non-technical users, takes ownership of assigned tickets, and contributes to a positive client experience through patient, efficient, and professional support. Key Responsibilities Serve as the first point of contact for end users who need remote technical assistance Research, resolve, and respond to inquiries in a timely manner, exceeding SLA expectations Manage assigned tickets from intake through resolution Document all customer interactions, troubleshooting steps, and issue resolutions Technical Troubleshooting & Service Quality Address RMM and security alerts across all managed platforms, endpoints, servers Perform proactive maintenance including patch management and deployment Identify recurring alert patterns and recommend automation or configuration changes to reduce noise and prevent repeat incidents Install, maintain, and troubleshoot software, hardware, peripherals, and connected devices Provide support for Windows and/or Mac operating systems, Microsoft 365 applications, and common user access issues Assist with basic Google Workspace and Microsoft 365 and Azure AD / Entra ID administration, including password resets, account provisioning, and basic user or device management Customer Experience & Communication Provide courteous, patient, and efficient assistance to every end user Inform customers of repairs needed, answer basic questions, and confirm customers understand and are satisfied with completed work Communicate clearly with both technical and non-technical users throughout the support process Qualifications 3 or more years of experience in a helpdesk, desktop support, or technical support role, ideally supporting multiple clients or accounts in an MSP environment Hands-on troubleshooting experience with Windows and/or Mac operating systems, Microsoft 365 applications, and common hardware or peripheral issues Experience working with a ticketing system and remote support or remote access tools in a professional support setting Working familiarity with Microsoft 365 and Azure AD / Entra ID administration, including password resets, account provisioning, and basic user or device management Working familiarity with Google Workspace administration, including password resets, account provisioning, and basic user or device management Basic understanding of networking fundamentals, including DNS, DHCP, VPN, and Wi‑Fi troubleshooting Strong customer-service orientation with the ability to communicate clearly and patiently with both technical and non‑technical end users #J-18808-Ljbffr Reflex Networking