Technical Customer Concierge

Technical Customer Concierge

Are you a friendly, tech-curious professional who enjoys helping people solve problems? Do you thrive in a close-knit MSP environment where you're a visible, trusted IT presence for clients?

We're looking for a Technical Customer Concierge to act as a primary point of contact for end users across multiple client environments—delivering responsive support, clear communication, and a strong customer experience.

This is a hybrid role based in Mansfield, MA, with a mix of client site visits, in-office collaboration, and occasional remote work.

What You'll Get

• Salary range: $50,000–$65,000
• Robust benefits package including health insurance support, PTO, 401(k), and profit sharing
• Phone expense, tuition reimbursement, and travel reimbursement
• Hybrid work structure (client sites, office, and limited remote flexibility)
• Ongoing mentorship, training, and career growth opportunities
• A supportive team culture focused on learning and collaboration

What You'll Do

• Serve as a visible, friendly IT presence at client sites, helping end users stay productive and secure
• Handle day-to-day Level 1 technical support tickets across multiple clients
• Troubleshoot common issues in Microsoft 365, Windows, and end-user environments
• Build familiarity with customer applications to provide fast, effective support
• Help clients better leverage technology—turning tools into business value, not just cost centers
• Travel to client sites approximately 2–3 times per week across Eastern MA and Rhode Island
• Conduct phone and Zoom-based support sessions as needed
• Create and maintain clear, accurate technical documentation

What You Bring

• 2+ years of experience in an MSP or multi-client IT support environment
• Strong experience with Microsoft 365, Windows OS troubleshooting, and Windows Server basics
• Excellent communication skills—clear, friendly, and confident with both technical and non-technical users
• Ability to stay calm, professional, and patient in high-pressure or user-frustration situations
• Comfort working independently while onsite with clients
• Valid driver's license and reliable transportation (regional travel required)
• Ability to pass a background check

Nice to Have

• Experience with hypervisors
• Mac or Linux support experience
• Familiarity with tools such as Autotask, Datto RMM, IT Glue, Intermedia, WatchGuard, Keeper Security, Breach Secure Now, Bigger Brains, and Microsoft 365 ecosystems

Why This Role Stands Out

• You're not just remote helpdesk—you're a trusted on-site IT partner for clients
• High exposure to multiple technologies and environments
• Strong emphasis on mentorship and growth in an MSP setting
• Great fit for someone who enjoys both people + technology in equal measure