Client Services Technician - Expert Troubleshooter

It Solutions Consulting; Alton (AL); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical and prescription plans

Dental & Vision

Paid Holidays and Flexible PTO

401K/ROTH with Safe Harbor matching

Stock Appreciation Rights

Life insurance and disability

Job summary

IT Solutions seeks a Technician, Client Services to support multiple clients in a MSP environment. You will handle inbound and escalated inquiries, triage issues, and guide customers through technical steps. Excellent customer service and a calm, solution-oriented approach are essential.

The role requires 2+ years in network administration, familiarity with Windows desktops/servers, and Office 365. Travel to client sites is common; some days may be remote or onsite at ITS.

Qualifications

• Bachelor's Degree or equivalent in a related field.
• 2+ years’ work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center and security technologies.
• Experience managing Windows desktops/servers (2012-Current) and Office 365 Exchange Online.

Responsibilities

• Answering technical service calls and creating customer tickets.
• Triage issues to root cause and document findings.
• Troubleshoot Internet, hardware, and software issues with customers.
• Provide phone and remote support with a customer-first approach.
• Escalate tickets to appropriate groups and track progress.
• Collaborate with multiple technician groups to resolve incidents.
• Travel onsite to client offices; some work from home or onsite at ITS.

Skills

Client facing

Troubleshooting

Communication

Organizational skills

Microsoft 365

Active Directory

Physical ability

Education

Bachelor's Degree or equivalent

Tools

ConnectWise Manage

Office 365

Windows Server

Cisco AnyConnect

Meraki

SonicWall

Fortinet

Job description

IT Solutions seeks a Technician, Client Services to support multiple clients in a MSP environment. You will handle inbound and escalated inquiries, triage issues, and guide customers through technical steps. Excellent customer service and a calm, solution-oriented approach are essential.

The role requires 2+ years in network administration, familiarity with Windows desktops/servers, and Office 365. Travel to client sites is common; some days may be remote or onsite at ITS.