MSP Level 1 Technician

teamlogic-it-careers; Baltimore (MD); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive salary and bonuses

Health, dental, vision insurance

Retirement plan with company match

Paid time off & holidays

Professional development & certs reimb

Job summary

TeamLogic IT is seeking a diligent MSP Level 1 Technician to join our team. You will provide remote and on-site IT support for SMB clients, handling hardware and software installations, maintenance, and issue resolution.

The role emphasizes customer satisfaction, clear communication, proactive problem solving, and documentation of configurations and incidents. A degree in IT or related field and MSP/IT support experience are preferred.

Qualifications

• Degree or diploma in Information Technology or related field.
• Experience in MSP or IT support for SMB clients.
• Proficiency with Windows and macOS, networks, Microsoft 365, G Suite.
• Certifications such as CompTIA A+, Network+, MCP are advantageous.
• Strong problem-solving, communication, and customer-service orientation.
• Team player with ability to work independently or in a team.

Responsibilities

• Provide remote and on-site IT support for SMB clients.
• Perform routine system maintenance and security monitoring.
• Act as first point of contact for incidents and requests (SLA aligned).
• Maintain clear client communication and update tickets.
• Document client configurations and procedures in ticketing/documentation systems.
• Implement security measures including antivirus updates and firewalls.
• Assist with hardware/software installation and configuration.
• Identify opportunities for process improvement.

Skills

Windows/macOS

Networking

Microsoft 365

G Suite

Problem-solving

Communication

Customer service

Team player

Education

Degree in IT or related field

Tools

NinjaRMM

Autotask PSA

ServiceNow

Zendesk

IT Glue

SharePoint

Job description

Summary

We are seeking a diligent and enthusiastic Managed IT Services (MSP) Level 1 Technician to join our team. The successful candidate will be responsible for providing technical support and services to small to medium-sized businesses (SMBs). This role requires a proactive individual with a strong understanding of IT (hardware & software installation, maintenance, and support), exceptional problem-solving skills, and a dedication to customer satisfaction. At TeamLogic IT, we strive to provide the best customer experience (CX) to everyone we interact with, so interpersonal and strong communication skills are required.

Responsibilities

• Technical Support: Provide remote and on-site technical support to SMB clients, troubleshooting hardware and software issues promptly and efficiently.
• System Maintenance: Perform routine maintenance tasks on client systems, including updates, backups, and system monitoring to ensure optimal performance and security.
• Incident Management: Act as the first point of contact for all IT-related incidents and service requests, ensuring accurate logging, tracking, and resolution in line with service level agreements (SLAs).
• Client Communication: Maintain clear and effective communication with clients, providing regular updates on incident status and ensuring a high level of customer satisfaction.
• Documentation: Create and maintain detailed documentation of client systems, configurations, and procedures to support seamless service delivery. Effectively documenting the issue and resolution in our ticketing system.
• Security Management: Implement and monitor security measures to protect client data and systems, including antivirus updates, firewall configurations, and regular security audits.
• Hardware and Software Installation: Assist with the installation and configuration of hardware and software for new and existing clients, ensuring compatibility and functionality within their IT environment.
• Continuous Improvement: Identify opportunities for process improvements and contribute to the development of best practices within the team.

Knowledge, Skills, & Qualifications

• Education: A degree or diploma in Information Technology, Computer Science, or a related field.
• Experience: Prior experience in an MSP or IT support environment, preferably servicing SMB clients.
• Technical Skills: Proficiency in Windows and macOS operating systems, network configurations, and common business applications (e.g., Microsoft 365, G Suite).
• Certifications: Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are advantageous.
• Problem-Solving: Strong analytical and troubleshooting skills with a keen attention to detail.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer Service: A customer-focused approach with a commitment to delivering high-quality service and building strong client relationships.
• Team Player: Ability to work effectively both independently and as part of a collaborative team.

Preferred Additional Qualifications

• Experience with Remote Monitoring and Management (RMM) tools: Familiarity with RMM tools like NinjaRMM or similar platforms.
• Experience with Ticketing Systems: Knowledge of ticketing systems such as Autotask PSA, ServiceNow, Zendesk, or similar.
• Documentation Tools: Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint).
• Experience with Cloud Services: Understanding of cloud platforms such as AWS, Azure, or Google Cloud.

Work Environment

This position primarily involves remote support with occasional on-site visits to client locations. The role demands a high level of adaptability and the ability to manage multiple tasks simultaneously.

• Fast-paced and dynamic environment, with a focus on delivering high-quality IT support to SMB clients.
• Collaborative and supportive team culture.

Benefits

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• Retirement savings plan with company match
• Paid time off and holidays
• Professional development and certification reimbursement
• Opportunities for career advancement

Company Overview

We offer a dynamic and supportive work environment where your contributions are valued, and your professional growth is encouraged. At TeamLogic IT, you'll have the opportunity to work on diverse and challenging projects, enhance your technical skills, and make a meaningful impact on our clients' businesses. If you have a strong IT background, a problem-solving mindset, and a passion for innovation, you'll thrive in our fast-paced, ever-evolving industry. Our team is driven by a commitment to expanding boundaries, leveraging expertise, and delivering smart solutions. As part of a local office, you'll also benefit from the collaboration and support of a vast network of technicians across North America.