Client Technology Specialist

Peyton Resource Group; Texas; On-site; USD 70,000 - 110,000; Full time

Job summary

Peyton Resource Group is seeking a Client Technology Specialist to deliver hands-on IT support for a portfolio of business clients in the Dallas–Fort Worth area. You will own issues from triage to resolution, including Level 3 root-cause analysis, across cloud, endpoints, networking, and security.

The role requires strong Windows/macOS troubleshooting, PSA/RMM experience, and the ability to guide clients with clear, practical recommendations while maintaining documentation and billable time

Qualifications

• Five or more years of hands-on technical support experience in a business IT environment.
• Three or more years of experience with an MSP or multi-client support organization.
• Experience managing assigned client accounts, tracking billable time, and meeting service-level commitments.
• Hands-on administration of cloud productivity and identity and endpoint management platforms.
• Strong troubleshooting across Windows and macOS, remote users, cloud apps, printers, mobile devices, DNS/DHCP/TCP/IP, VPNs, firewalls.

Responsibilities

• Own assigned tickets from intake through closure and perform root-cause analysis.
• Serve as primary technical contact for client accounts via ticketing, phone, email, remote sessions, and onsite visits.
• Administer cloud productivity and collaboration environments, including identity and access management.
• Diagnose complex network issues (DNS, DHCP, TCP/IP, VPNs) and coordinate with carriers/vendors.
• Record billable time accurately and maintain documentation in the service management system.
• Advise clients on security, reliability, and productivity improvements and opportunities.

Skills

Level 3 support

Multi-client support

Windows/macOS

Remote support

DNS/DHCP/TCP-IP

PSA/RMM tools

Time tracking

Clear communication

Travel readiness

Education

High school diploma or equivalent

Associate degree in IT

Bachelor's degree in IT

Tools

PSA platforms

RMM platforms

Job description

Client Technology Specialist

Job Details Position Summary The Client Technology Specialist provides hands-on technical support and systems administration for a managed IT services provider supporting multiple business clients. This role owns technical issues from initial triage through resolution, handling Level 1 requests, independently resolving Level 2 issues, and performing Level 3 troubleshooting and root-cause analysis across cloud platforms, endpoints, networking, and security. Working within a multi-client environment, the specialist manages a portfolio of client accounts, meets service-level commitments, and provides technical guidance to help clients maintain secure, reliable, and productive technology environments. The ideal candidate combines strong technical expertise with sound judgment, clear communication, and a client-focused approach.

Key Responsibilities

• Own assigned support tickets from intake through closure, triaging Level 1 requests, resolving Level 2 issues independently, and investigating complex Level 3 issues through root-cause analysis.
• Serve as a primary technical contact for assigned client accounts through ticketing systems, phone, email, remote support sessions, and scheduled onsite visits.
• Administer cloud productivity and collaboration environments, including email, file sharing, messaging, endpoint management, security tools, licensing, permissions, groups, and security policies.
• Manage identity and access services, including user onboarding and offboarding, access controls, conditional access policies, multifactor authentication, and authentication troubleshooting across multiple client environments.
• Diagnose complex network and infrastructure issues involving DNS, DHCP, TCP/IP, VPNs, firewalls, switching, and wireless connectivity, coordinating with carriers and vendors as needed.
• Investigate security alerts, endpoint protection events, and potential risks, recommending and implementing appropriate remediation measures.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and client communications within the service management platform.
• Record billable time accurately and daily.
• Execute cloud migrations, client onboarding, environment cleanup, security hardening, and governance projects while maintaining daily support responsibilities.
• Advise clients on practical improvements to security, reliability, and productivity, identifying relevant services, licensing, and upgrades based on business needs.
• Mentor junior technicians on troubleshooting, documentation, service quality, and escalation practices.

Required Education, Experience, and Qualifications

Five or more years of hands-on technical support experience in a business IT environment, with demonstrated Level 3 capabilities, including root-cause analysis, escalation ownership, and resolution of complex technical issues. Three or more years of experience with a managed services provider, IT consultancy, or comparable multi-client support organization. Prior experience managing assigned client accounts, tracking billable time, and meeting service-level commitments is required. Hands-on administration of cloud productivity, collaboration, identity, and endpoint management platforms across multiple client environments. Strong troubleshooting skills across Windows and macOS endpoints, remote users, cloud applications, printers, mobile devices, DNS, DHCP, TCP/IP, VPNs, wireless networks, and firewalls. Working proficiency with professional services automation (PSA) and remote monitoring and management (RMM) tools, including ticket documentation, time entry, escalation management, and asset and alert monitoring. Ability to explain technical issues, options, and trade-offs clearly to nontechnical business owners and employees, both verbally and in writing. Ability to prioritize competing client requests independently, manage frequent interruptions, and meet commitments with minimal supervision. High school diploma or equivalent. Valid driver's license and ability to travel to client sites within the Dallas-Fort Worth area as needed.

Preferred Qualifications

Associate or bachelor's degree in information technology, computer science, or a related field. Relevant certifications in cloud administration, identity and access management, cybersecurity, or endpoint administration. Experience with industry-standard PSA and RMM platforms, endpoint detection and response solutions, managed security tools, business telephony platforms, and software-as-a-service backup solutions. Experience supporting small and midsized businesses across multiple industries. Experience identifying and presenting additional services, licensing options, and security improvements to existing clients.

Working Conditions

Prolonged periods of sitting at a desk and working on a computer. Ability to lift up to 15 pounds occasionally. Ability to position oneself under desks or around equipment when installing or troubleshooting technology. Ability to move throughout client or office facilities as required. Ability to understand and follow written and verbal instructions. Ability to complete tasks effectively despite frequent interruptions. Ability to exercise discretion and independent judgment when appropriate. Ability to communicate clearly by telephone and with colleagues and clients.