MSP Tier 1 IT Support Technician

Jobtailor; Durham (NC); Hybrid; USD 50,000 - 70,000; Full time

Job summary

Jobtailor in Durham, NC is seeking an IT Support Specialist to provide remote and on-site technical support for small and medium business clients. You will troubleshoot hardware and software, perform maintenance, backups, and system monitoring while acting as the first point of contact for incidents.

You will log incidents, communicate status, maintain documentation, and implement security measures across Microsoft 365, G Suite, and cloud services.

Qualifications

• Degree or diploma in Information Technology, Computer Science, or a related field.
• Experience in an MSP or IT support environment servicing SMB clients.
• Proficiency with Windows and macOS operating systems.
• Knowledge of network configurations and business apps including Microsoft 365 and G Suite.
• Strong analytical and troubleshooting skills.
• Excellent verbal and written communication; ability to explain concepts clearly.
• Customer-focused attitude and collaborative work style.
• Familiarity with remote monitoring and management tools.
• Experience with ticketing systems such as Autotask PSA, ServiceNow, Zendesk.
• Proficiency with documentation tools such as Hudu, IT Glue, SharePoint.
• Understanding of cloud platforms such as AWS, Azure, or Google Cloud.
• Certs such as CompTIA A+, Network+, or Microsoft Certified Professional are advantageous.

Responsibilities

• Provide remote and on-site technical support to SMB clients.
• Troubleshoot hardware and software issues.
• Perform routine maintenance, updates, backups, and system monitoring.
• Serve as the first point of contact for IT incidents and service requests.
• Log, track, and resolve incidents according to SLAs.
• Communicate incident status updates to clients and maintain satisfaction.
• Create and maintain documentation of client systems, configurations, procedures, issues, and resolutions.
• Implement and monitor security measures including antivirus updates and firewall configurations.
• Install and configure hardware and software for new and existing clients.
• Identify process improvements and contribute to team best practices.
• Manage multiple tasks in a fast-paced, collaborative environment.

Skills

Technical Support

Troubleshooting

Customer Service

Verbal Communication

Written Communication

Analytical Skills

Collaboration

Independent Work

Education

Degree or diploma in IT/CS

Tools

NinjaRMM

Autotask PSA

ServiceNow

Zendesk

Hudu

IT Glue

SharePoint

Microsoft 365

G Suite

AWS

Job description

• Provide remote and on-site technical support to small and medium-sized business clients
• Troubleshoot hardware and software issues
• Perform routine maintenance, updates, backups, and system monitoring
• Serve as the first point of contact for IT incidents and service requests
• Log, track, and resolve incidents according to service level agreements
• Communicate incident status updates to clients and maintain customer satisfaction
• Create and maintain documentation of client systems, configurations, procedures, issues, and resolutions
• Implement and monitor security measures, including antivirus updates, firewall configurations, and security audits
• Install and configure hardware and software for new and existing clients
• Identify process improvements and contribute to team best practices
• Manage multiple tasks in a fast-paced, collaborative environment

Requirements

• Degree or diploma in Information Technology, Computer Science, or a related field
• Prior experience in an MSP or IT support environment, preferably servicing SMB clients
• Proficiency with Windows and macOS operating systems
• Knowledge of network configurations and common business applications, including Microsoft 365 and G Suite
• Strong analytical and troubleshooting skills
• Excellent verbal and written communication skills
• Ability to explain technical concepts to non-technical users
• Customer-focused approach and commitment to high-quality service
• Ability to work independently and collaboratively
• Familiarity with remote monitoring and management tools such as NinjaRMM or similar platforms
• Knowledge of ticketing systems such as Autotask PSA, ServiceNow, Zendesk, or similar
• Proficiency with documentation tools such as Hudu, Ninja Documentation, IT Glue, or SharePoint
• Understanding of cloud platforms such as AWS, Azure, or Google Cloud
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are advantageous

Core Competencies

Demonstrates expertise in providing technical support and troubleshooting for hardware and software issues, with a strong focus on customer satisfaction and effective communication. Proficient in managing IT incidents, maintaining documentation, and implementing security measures in a fast-paced environment.

Highest-signal resume keywords

• Technical Support
• Troubleshooting Skills
• Windows and macOS Proficiency
• Customer-Focused Approach
• Remote Monitoring Tools

ATS Optimization Keywords

Hard Skills

• Troubleshooting
• System Monitoring
• Network Configuration
• Documentation
• Security Audits
• Hardware Installation
• Software Installation
• Process Improvement
• Backup Management
• Incident Resolution

Soft Skills

• Analytical Skills
• Verbal Communication
• Written Communication
• Collaboration
• Customer Service

Certifications & Qualifications

• CompTIA A+
• Network+
• Microsoft Certified Professional

Industry Keywords

• IT Support
• MSP
• SMB Clients
• Cloud Platforms
• Service Level Agreements

Tools & Technologies

• Microsoft 365
• G Suite
• NinjaRMM
• Autotask PSA
• ServiceNow
• Zendesk
• Hudu
• IT Glue
• SharePoint
• AWS