Help Desk Support/Technical Support - Remote

Tailored Technology Services Inc. is a rapidly growing Managed Service Provider (MSP) delivering comprehensive IT solutions to small and medium-sized businesses across a variety of industries, including construction, engineering, legal, and financial sectors. We pride ourselves on providing exceptional customer service, proactive IT management, and cutting-edge solutions to help our clients succeed.

We are seeking a skilled and motivated IT Support Technician to join our dynamic team. In this role, you will provide support for the IT infrastructure of multiple clients. You will work with a variety of technologies, troubleshoot technical issues, and assist in maintaining environments to ensure optimal system performance. You will play a key role in ensuring the reliability and security of our clients' IT systems.

Technical Support & Troubleshooting:
Provide IT support for hardware, software, and networking issues.
Resolve support tickets within defined SLAs.
Identify recurring issues and help implement solutions to improve service reliability.
Document troubleshooting steps and solutions for future reference.

Customer Support & Satisfaction:
Provide professional, high-quality support through phone, email, and remote sessions.
Maintain a customer-focused approach in all interactions.
Educate end-users on IT best practices and preventative measures.

Assist in maintaining and supporting servers, networks, and cloud environments.
Perform system updates, patch management, and security configurations.
Monitor IT infrastructure and assist with proactive measures to prevent issues.

Set up new employees with accounts, permissions, and hardware.
Securely deactivate accounts and recover IT assets for departing employees.

Documentation & Process Improvement:
Keep documentation updated for IT processes, configurations, and troubleshooting steps.
Suggest and assist in the implementation of improvements to streamline workflows.

Cybersecurity & Compliance:
Follow IT security policies and best practices to protect company systems.
Asset & Inventory Management:
Track and manage IT assets efficiently.
Assist with purchasing, deployment, and lifecycle management of hardware and software.

Proven experience as an IT Support Technician or in a similar role, ideally within an MSP environment.
Familiarity with firewalls, VPNs, and networking protocols (TCP/IP, DNS, VLANs).
Basic understanding of cybersecurity principles and best practices (multi-factor authentication, patch management, endpoint protection).
Experience with backup and disaster recovery solutions is a plus.
Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
CompTIA A+, Network+, Microsoft Certified: Experience with troubleshooting technology issues, including printers, software, and peripherals.
Familiarity with Microsoft 365 and network share access.
Ability to document and log issues effectively.
Willingness to perform on-site support when necessary.
Comprehensive health, dental, and vision insurance
Paid holidays
Collaborative, team-oriented environment with opportunities to work on cutting-edge technologies

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