MSP Technical Support Specialist

Jobtailor; Deutschland; Vor Ort; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

Jobtailor in Germany is seeking an IT Support Technician to join our MSP team. You will respond to inbound tickets, diagnose basic hardware/software issues, manage user accounts in Active Directory and Azure AD, and support onboarding and offboarding with device setup.

You will document resolutions and escalate complex issues to senior engineers as needed. Required MSP experience, Windows 10/11 proficiency, Microsoft 365 knowledge, and basic networking (TCP/IP, DNS, VPN).

Qualifikationen

• Experience in an MSP environment is required.
• Strong desire to grow within an MSP.
• Basic working knowledge of Windows 10/11, Microsoft 365, and common business applications.
• Foundational understanding of networking: TCP/IP, DNS, DHCP, VPN.
• Excellent written and verbal communication with a customer-first mindset.
• Ability to follow processes, take direction, and escalate appropriately.

Aufgaben

• Receive, triage, and respond to inbound support tickets via phone, email, and ticketing platform within defined SLA windows.
• Assist in diagnosing and troubleshooting basic hardware, software, networking, and connectivity issues for end users.
• Support remote desktop sessions, basic account management tasks (Active Directory / Azure AD), and simple network troubleshooting under guidance.
• Document all interactions, steps taken, and resolutions in the PSA/ticketing system (ConnectWise, Autotask, HaloPSA).
• Escalate complex or unresolved issues to senior engineers with clear, detailed handoff notes.
• Assist with user onboarding and offboarding tasks, including device setup and access provisioning.

Kenntnisse

Windows 10/11

Microsoft 365

Networking concepts

Customer-first mindset

Written communication

Verbal communication

Ability to follow processes

Tools

ConnectWise

Autotask

HaloPSA

Jobbeschreibung

• Receive, triage, and respond to inbound support tickets via phone, email, and ticketing platform within defined SLA windows.
• Assist in diagnosing and troubleshooting basic hardware, software, networking, and connectivity issues for end users.
• Support remote desktop sessions, basic account management tasks (Active Directory / Azure AD), and simple network troubleshooting under guidance.
• Document all interactions, steps taken, and resolutions thoroughly in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA).
• Escalate complex or unresolved issues to senior engineers with clear, detailed handoff notes.
• Assist with user onboarding and offboarding tasks, including device setup and access provisioning.

Requirements

• Experience in a Managed Services Provider (MSP) environment is mandatory.
• A genuine passion for IT and a strong desire to grow within an MSP environment.
• Basic working knowledge of Windows 10/11, Microsoft 365, and common business applications.
• Foundational understanding of networking concepts: TCP/IP, DNS, DHCP, and VPN.
• Strong written and verbal communication skills with a customer-first mindset.
• Ability to follow processes, take direction, and elevate appropriately.

Core Competencies

Demonstrates foundational IT support capabilities, including troubleshooting hardware and software issues, managing user accounts in Active Directory and Azure AD, and effectively documenting support interactions. Possesses a strong customer-first mindset and the ability to follow processes in a Managed Services Provider environment.

Highest-signal resume keywords

• Managed Services Provider Experience
• Windows 10/11 Proficiency
• Microsoft 365 Knowledge
• Networking Concepts Understanding
• Strong Communication Skills

ATS Optimization Keywords

Hard Skills

• Troubleshooting Hardware Issues
• Troubleshooting Software Issues
• Basic Networking Troubleshooting
• Active Directory Management
• Azure AD Management

Soft Skills

• Customer-First Mindset
• Strong Written Communication
• Strong Verbal Communication

Industry Keywords

• Inbound Support Tickets
• SLA Compliance
• User Onboarding
• User Offboarding
• Device Setup

Tools & Technologies

• ConnectWise
• Autotask
• HaloPSA