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SUMMARY
This role is tailoredfor a High Tier 2 or Low Tier 3 engineer who thrives on a diverse workload. Youwill handle everything from everyday support requests to complex technicalescalations from other team members. While 95% of your day is focused on technicalresolution and project support, you will also wear a "ServiceCoordinator" hat about 5% of the time—helping triage tickets, manageclient expectations, and ensure streamlined service delivery. This positionoffers a distinct growth trajectory, with the goal of training you toindependently lead and execute IT projects within the next year.
JOB RESPONSIBILITIES
- Diverse TechnicalSupport: Handle a wide variety of technical issues, seamlessly shifting fromstandard low-level support tickets to acting as an escalation point for othertechnicians.
- Project Assistance& Growth: Assist the Project Team with complex tasks, such as setting upand configuring firewalls. You will be actively trained and expected to starttaking on and running your own projects within your first year.
- Own the ClientExperience: Serve as the primary point of contact for clients, ensuringexceptional, clear, and positive communication from ticket creation toresolution.
- Light ServiceCoordination: Triage incoming requests, assign proper priorities and SLAs,ensure tickets have excellent documentation, and coordinate with otherdepartments to resolve non-reactive issues.
- Problem Solving &Process Improvement: Go beyond surface-level fixes to identify and solveroot-cause problems. Create detailed ticket notes and build new procedures whenmissing processes are identified.
QUALIFICATIONS
- Advanced TechnicalSkills: Deep understanding and hands-on experience with Office 365 (Entra ID,Exchange, SharePoint, OneDrive).
- Networking Knowledge:Solid foundational networking skills, including DNS, DHCP, and experiencesetting up firewalls.
- MSP Experience:Previous experience working in a Managed Services environment is highlypreferred.
- Tool Familiarity:Experience with Autotask, IT Glue, and DattoRMM is a massive plus (though weare happy to train the right candidate on our specific stack).
- Communication:Exceptional verbal and written communication skills. You know how to talk tonon-technical users, manage their expectations, and provide clear, helpfulupdates to both clients and internal staff.
JOB REQUIREMENTS
- Should be willing toaccept a long-term work-from-home arrangement.
- Should be amenable toa permanent night shift schedule.
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