IT Support Specialist - Managed Service Provider (MSP)

NexTech; Manchester (CT); Hybrid; USD 30,000 - 47,000; Full time

Job summary

NexTech is seeking an IT Support Specialist to provide remote and on-site technical support for end users, including desktops, laptops, printers, phones, servers, and network connectivity. You will open and track tickets, troubleshoot issues, and document resolutions while building strong client relationships.

The role requires strong customer service, troubleshooting skills, and knowledge of Windows operating systems, Active Directory, VPNs, and data migrations.

Qualifications

• 2+ years computer support preferred.
• Experience with MSP environments is preferred.
• Familiarity with Windows 10/11 and AD environments.
• Knowledge of VPNs, antivirus, and data migrations is helpful.

Responsibilities

• Provide high-level technical support to end users both remotely and on-site.
• Open and log trouble tickets from identification to resolution.
• Troubleshoot and remediate hardware/software and document steps taken.
• Build relationships with clients to understand their needs and improve service.
• Create detailed documentation of issues and resolutions.

Skills

Customer service

Communication

Problem solving

Troubleshooting

Windows OS knowledge

Active Directory knowledge

Fast learner

Teamwork

Time management

Education

Associates degree or higher in technology

Tools

Autotask PSA

Datto RMM

ITGlue

Job description

Provide remote and onsite technical support to end users in a variety of small to medium sized businesses. Relationship building with end users to identify their issues related to desktops, laptops, printers, phones, server, or network connectivity. Open and log trouble tickets to track issues from identification through resolution. The IT Support Specialist will work both onsite and remote providing support for installation, configuration, troubleshooting of operating systems, software applications, and line of business applications.

Primary Responsibilities include

• Responsible for solving client technical issues by providing the highest level of technical support.
• Maintain customer loyalty by serving clients above and beyond their expectations.
• Take ownership of issues and seeing them through to resolution.
• Have a high sense of urgency and a get-it-done attitude.
• Support customers over the phone in a remote setting and on-site at client location.
• Advocate for our clients to better meet their needs.
• Reliability, showing up to work when scheduled and showing up on time. Our clients demand a very high level of reliability from our staff.
• Answer phones and emails, evaluate client requests and respond quickly to their needs.
• Troubleshoot and remediate hardware and software systems when necessary and make improvements to these systems to prevent future problems.
• Should have knowledge of commonly-used concepts, practices, and procedures within IT service delivery.
• Create detailed documentation on steps taken to identify and remediate issues.
• Install, deploy, and troubleshoot primarily Windows based computers.
• The candidate must be a fast learner and interested in continuing education in our primary support systems.

Overall Job Requirements:

• Excellent customer service and communication skills to work effectively with clients, team members, and vendors
• Practical problem-solving skills and solid troubleshooting skills are must
• Strong working knowledge of Windows 10/11 and previous versions of Windows OS is essential.
• Understanding of how Windows Professional machines function in an Active Directory environment.
• Ability to learn, understand, and troubleshoot industry line of business applications.
• Working knowledge of Network fundamentals and TCP/IP.
• Strong troubleshooting skills to identify and think through technical problems.
• Understanding of network and computer technologies including: desktop hardware and software, VPN clients, antivirus, email systems, computer security, and data transfer/migrations.
• Computer related degree or certifications (MCITP: Desktop, A+, N+, CompTIA) are an advantage.
• Must be able to set priorities, solve problems, and handle multiple tasks in a fast-paced environment.
• Provide clear and concise documentation of all work activities and accurate time keeping.
• Required to present clear ideas, concepts, and detail issues verbally and in writing.
• Practice good follow-through techniques to ensure proper resolution of issues.
• Ability to work on his/her own, as well as function as part of our team.

Experience:

• 2+ years computer support preferred
• Managed Service Provider (MSP) experience is preferred
• Knowledge of Professional Services Automation (Autotask), Remote Management/Monitoring tools (Datto Remote Management), and documentation platforms (ITGlue) are a plus!

Education:

• Associates degree or higher in any technology field or equivalent experience preferred (or currently pursuing your degree.)