Managed IT Services Technician

Peoples Communication; Winnsboro (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Peoples Communication in Texas is seeking a Managed IT Services Technician responsible for installations and ongoing service delivery for multiple customers. The role is both internal and customer facing, ensuring reliable Internet, Hosted Voice, and IT infrastructure support.

You will install and maintain routers, firewalls, switches, access points, and servers; conduct onsite assessments; support VoIP; and promote related services.

Qualifications

• Experience supporting managed IT services and deploys for routers/firewalls/switches.
• Ability to conduct onsite assessments and customer discovery meetings.
• Knowledge of VoIP and SIP troubleshooting is desirable.
• Strong documentation and cross-department collaboration.

Responsibilities

• Provide technical support to Managed IT Services customers.
• Install and maintain routers, firewalls, switches, access points, and servers.
• Provide application support for maintenance customers.
• Deliver Internet, Hosted Voice, and IT support to customers.
• Assist customers with SIP troubleshooting and issue resolution.
• Conduct onsite assessments to understand objectives and requirements.
• Promote internet-related products and services.
• Perform other duties as assigned by management.

Skills

MSP service delivery

Remote monitoring and management

Ticketing systems

Endpoint management

Patch management

Customer support processes

VoIP knowledge

NGFW knowledge

VPN connectivity

Wireless networking

Structured cabling

Backup and disaster recovery

Communication skills

Team collaboration

Education

Associate or Bachelor's degree in IT / Networking

3+ years IT experience

Experience with IT proposals / sales support

Tools

Wireshark

VoIP phones (Polycom/Yealink)

Patch management tools

Job description

General Summary:

The Managed IT Services Technician will be responsible for Managed IT Services installations with several customers. This is both an internal and customer facing technical role. This position is responsible for providing consistent technical resources to the customer for their Internet, Hosted Voice and Internal IT infrastructure services.

Essential Job Functions:

• Provides technical support to Managed IT Services customers.
• Installs and maintains all Managed IT Services customers' Routers, Firewalls, Switches, Access and Servers.
• Provides maintenance customers with Application Support as needed.
• Provides all general Internet, Voice and IT support to Managed IT Services customers as required.
• Provides technical support to internet customers by answering phone calls, gathering relevant information and troubleshooting and resolving problems and issues.
• Conduct customer discovery meetings and onsite assessments to understand business objectives, existing infrastructure, operational challenges, and technology requirements.
• Promotes internet-related products and services
• Performs all other related duties assigned by management. *

Knowledge, Skills and Abilities:

• Working knowledge of MSP service delivery, including remote monitoring and management, ticketing systems, endpoint management, patching, and customer support processes.
• Knowledge of VoIP is required. Use of Polycom and Yealink phones a plus. Experience in using Wireshark to troubleshoot SIP call failure related issues is desirable.
• Foundational knowledge of next-generation firewalls (NGFW), including configuration, access control policies, intrusion prevention, application filtering, VPN connectivity, and monitoring and troubleshooting network security issues.
• Knowledge of wireless networking technologies, including Wi-Fi standards, radio frequency (RF) principles, 2.4 GHz, 5 GHz, and 6 GHz bands, channel planning, channel width selection, interference mitigation, and transmit power optimization.
• Knowledge of structured cabling systems, including copper and fiber optic cable installation, termination, testing, labeling, and troubleshooting, with the ability to follow industry standards, safety practices, and documentation requirements. Relevant BICSI certification preferred.
• Knowledge of backup and disaster recovery concepts, including retention, recovery objectives, restoration testing, and business continuity.
• Ability to manage multiple opportunities, meet deadlines, and collaborate across departments.
• Knowledge of management principles and practices, including planning, organizing, prioritizing, coordinating resources, and evaluating work to achieve organizational goals efficiently and effectively.
• Skill in problem solving and resolution.
• Skill in reading and interpreting technical documents and information.
• Ability to communicate with customers, employees and various business contacts in a professional and courteous manner.
• Ability to organize and prioritize multiple work assignments.
• Ability to pay close attention to detail.
• Ability to make sound decisions using information at hand.
• Knowledge of company policies and procedures.
• Ability to create a team environment and sustain employee morale.

Education and Experience:

• Associate or bachelor's degree in information technology, computer networking, business, or a related field, or an equivalent combination of education and relevant experience.
• Three or more years of experience in IT support, systems administration, network administration, or Managed Services.
• Experience supporting technical sales, conducting customer assessments, or developing IT proposals preferred.