Managed Services Support Specialist

Wctel; Abbeville (SC); On-site; USD 55,000 - 75,000; Full time

Job summary

West Carolina is seeking a Managed Services Support Specialist to serve as the frontline for MSP customer support, ticketing, and service coordination. The role focuses on documenting, prioritizing, routing, and following through on service requests within a fast-paced MSP environment.

The ideal candidate will support Microsoft 365, Entra ID, and Active Directory tasks, onboarding new MSP customers, and maintaining accurate asset and service records, while collaborating with technical teams to

Responsibilities

• Serve as primary point of contact for incoming Managed Services support requests and triage tickets.
• Maintain visibility of the service queue and route requests by priority and workload.
• Resolve basic technical support issues using established procedures.
• Perform administrative tasks for Microsoft 365, Entra ID, and Active Directory.
• Support onboarding of new MSP customers and maintain records in PSA and other systems.
• Assist with procurement activities and track asset/inventory records.
• Review ticket quality and ensure documentation and closure readiness.
• Monitor alerts and escalate high-risk conditions to appropriate team members.
• Provide project coordination support and maintain KPIs with accuracy.
• Perform other duties as assigned by management.

Job description

Managed Services Support Specialist

Department: Managed Services

Reports to: IT Manager Project Lead

FLSA Status: Non-exempt

Job Summary

The Managed Services Support Specialist provides front-line customer support, service coordination, and administrative support for an assigned Managed Services team. This position serves as the primary point of contact for incoming Managed Services support calls and plays a key role in ensuring service requests are properly documented, prioritized, routed, monitored, and followed through to completion.

Duties & Responsibilities

• Serve as a primary point of contact for incoming Managed Services support requests; triage and maintain service tickets with accurate customer, technical, impact, urgency, and classification information; and provide timely customer status updates on receipt, assignment, scheduling, follow-up, and closure. Escalate technical explanations, significant incidents, and service commitments to appropriate technical or management personnel.
• Maintain active visibility of the team's service queue, including new, unassigned, aging, waiting, and SLA-risk tickets; route and assign requests based on priority, complexity, workload, skill requirements, and escalation procedures; and coordinate with technical personnel regarding availability and scheduling.
• Resolve basic technical support requests using established procedures, including password and account issues, MFA, Microsoft 365 applications, workstation and peripheral issues, printer support, VPN/connectivity troubleshooting, and standard software installations.
• Perform routine Microsoft 365, Entra ID, and Active Directory administrative tasks within established approval and security procedures, including user and group administration, licensing, permissions, and password resets; coordinate customer employee onboarding and offboarding by verifying authorized tasks, and routing remaining work to appropriate technical personnel.
• Support the administrative onboarding of new Managed Services customers and maintain accurate customer, contact, configuration, asset, service, licensing, warranty, subscription, and renewal records within the PSA and approved documentation platforms; proactively alert appropriate personnel of upcoming renewal, lifecycle, and expiration dates.
• Assist with procurement activities, including gathering product and pricing information, placing approved orders, tracking shipments, receiving equipment, coordinating deployment, and maintaining asset and inventory records.
• Perform administrative ticket-quality review, verifying customer information, classification, priority, status, assignment, agreement, documentation completeness, and closure readiness; flag tickets with missing engineer time entries or required documentation to the responsible engineer for correction without modifying technical personnel time entries.
• Monitor incoming RMM, system, and service alerts; resolve basic documented conditions or route to the appropriate technical resource; expedite cybersecurity alerts, suspicious activity, significant outages, and other high-risk conditions to the appropriate MSE I, MSE II, Senior MSE/Team Lead, or management resource based on severity and established procedures.
• Provide administrative support for technical projects, including customer coordination, equipment tracking, scheduling, and documentation; maintain accountability for established individual KPIs; complete all tasks with a high degree of accuracy in accordance with established approval, security, and documentation procedures; and maintain current knowledge through ongoing training on Managed Services processes, PSA platforms, Microsoft technologies, and customer service practices.
• Performs other duties as assigned by management. *

The duties and responsibilities outlined herein are intended to describe the general nature and level of work performed by employees in this position. This list is not exhaustive, and the employee may be required to perform other duties as assigned to meet the organization’s needs.

Knowledge, Skills, & Abilities

• Strong customer service, communication, organization, and administrative skills.
• Basic working knowledge of Windows operating systems, Microsoft 365 applications, user accounts, networking, printers, peripherals, and common business technology.
• Ability to learn and perform routine Microsoft 365, Entra ID, Active Directory, licensing, and account administration using established procedures.
• Ability to troubleshoot and independently resolve basic technical support issues while recognizing when escalation is appropriate.
• Ability to assess ticket urgency, impact, and complexity and route service requests to the appropriate technical resource.
• Strong organizational skills with the ability to maintain visibility across multiple tickets, customers, deadlines, and competing priorities.
• Ability to accurately maintain PSA, customer, asset, licensing, inventory, and service records.
• Strong attention to detail and commitment to accuracy when handling customer accounts, access, licensing, procurement, and documentation.
• Ability to communicate professionally with customers and technical personnel while avoiding commitments or technical explanations outside the position’s authority.
• Ability to follow established processes, security requirements, approval procedures, and escalation paths.
• Ability to work independently while coordinating effectively with a technical team in a fast-paced Managed Services environment.

Education & Experience

Minimum Requirements: Valid driver’s license. High school diploma or equivalent. 2+ years of experience in customer service, administrative support, help desk, technical support, or a related environment. Demonstrated ability to communicate professionally, manage multiple priorities, maintain accurate records, and learn technical processes and systems.

Preferred Qualifications: Associate’s degree in Information Technology, Business Administration, Computer Science, or a related field. Previous experience in a Managed Services Provider (MSP), service desk, IT support, dispatch, service coordination, or multi-customer environment. Experience with PSA/ticketing systems, Microsoft 365, Active Directory, Entra ID, procurement, licensing, or asset management. Relevant certifications such as CompTIA A+, Microsoft Fundamentals, or equivalent certifications are preferred.

Working Conditions & Physical Requirements

• Must be able to communicate and collaborate with coworkers and various business partners virtually, face-to-face, and over the phone.
• Work is primarily performed in an office environment, and the noise level is typically moderate, consistent with a professional office environment.
• Ability to travel to customer sites occasionally when required for onboarding, inventory, equipment, or other Managed Services activities.
• Ability to work normal business hours, with occasional overtime or schedule adjustments as required.
• Must be able to remain in a stationary position for prolonged periods of time.
• Ability to lift up to 25 pounds and assist with receiving, staging, and tracking technology equipment.

*To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

West Carolina is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, disability, marital status, citizenship, pregnancy or maternity, veteran status, or any other status protected by applicable national, federal, state or local law.