IT Support Services Technician

Reflex Networking; California; Teletrabalho; USD 42 000 - 65 000; Tempo integral

Resumo da oferta

Reflex Networking is seeking a client-focused helpdesk specialist to provide remote technical support across our MSP portfolio. You will troubleshoot day-to-day issues, document interactions, and manage tickets from intake to resolution.

Candidates should be proficient with Windows/Mac, Microsoft 365, Google Workspace, and basic networking concepts, and comfortable communicating with non-technical users. This role emphasizes reliability, ownership, and delivering a friendly, professional support

Qualificações

• 3+ years in a helpdesk, desktop, or technical support role, preferably in MSP
• Experience supporting multiple clients or accounts
• Strong customer-service orientation and clear communication with technical/non-technical users
• Experience with Windows and/or Mac, MS 365 apps, and common hardware issues
• Familiarity with Google Workspace and Azure AD/Entra ID administration
• Basic networking knowledge: DNS, DHCP, VPN, Wi‑Fi

Responsabilidades

• Serve as the first point of contact for end users needing remote assistance
• Research, resolve, and respond to inquiries promptly, exceed SLA expectations
• Manage assigned tickets from intake through resolution
• Document all customer interactions and troubleshooting steps
• Escalate requests when appropriate and maintain a high level of client satisfaction

Conhecimentos

Customer service

Troubleshooting

Remote support

Windows support

Mac support

Microsoft 365

Azure AD / Entra ID

Google Workspace

Networking basics

DNS/DHCP/VPN/Wi‑Fi

Ticketing system

Ferramentas

Remote access tools

Ticketing system

Descrição da oferta de emprego

This role is responsible for serving as a front-line technical resource for end users across our client base in a managed service provider environment. This role provides responsive remote support, troubleshoots day-to-day technical issues, documents customer interactions, escalates requests when appropriate, and helps ensure a reliable, friendly support experience for everyone who contacts us.

The ideal candidate is genuinely customer-service focused, thrives as a self-starter, and can stay productive and accountable without close supervision. This individual communicates clearly with technical and non-technical users, takes ownership of assigned tickets, and contributes to a positive client experience through patient, efficient, and professional support.

Key Responsibilities

• Serve as the first point of contact for end users who need remote technical assistance
• Research, resolve, and respond to inquiries in a timely manner, exceeding SLA expectations
• Manage assigned tickets from intake through resolution
• Document all customer interactions, troubleshooting steps, and issue resolutions

Technical Troubleshooting & Service Quality

• Address RMM and security alerts across all managed platforms, endpoints, servers
• Perform proactive maintenance including patch management and deployment
• Identify recurring alert patterns and recommend automation or configuration changes to reduce noise and prevent repeat incidents
• Install, maintain, and troubleshoot software, hardware, peripherals, and connected devices
• Provide support for Windows and/or Mac operating systems, Microsoft 365 applications, and common user access issues
• Assist with basic Google Workspace and Microsoft 365 and Azure AD / Entra ID administration, including password resets, account provisioning, and basic user or device management

Customer Experience & Communication

• Provide courteous, patient, and efficient assistance to every end user
• Inform customers of repairs needed, answer basic questions, and confirm customers understand and are satisfied with completed work
• Communicate clearly with both technical and non-technical users throughout the support process

Qualifications

• 3 or more years of experience in a helpdesk, desktop support, or technical support role, ideally supporting multiple clients or accounts in an MSP environment
• Hands-on troubleshooting experience with Windows and/or Mac operating systems, Microsoft 365 applications, and common hardware or peripheral issues
• Experience working with a ticketing system and remote support or remote access tools in a professional support setting
• Working familiarity with Microsoft 365 and Azure AD / Entra ID administration, including password resets, account provisioning, and basic user or device management
• Working familiarity with Google Workspace administration, including password resets, account provisioning, and basic user or device management
• Basic understanding of networking fundamentals, including DNS, DHCP, VPN, and Wi‑Fi troubleshooting
• Strong customer-service orientation with the ability to communicate clearly and patiently with both technical and non‑technical end users