Remote MSP Service Desk Technician - Customer Focus

Stratix Systems; Reading (Berks County); On-site; USD 42,000 - 60,000; Full time

Job summary

Stratix Systems is growing and seeking an entry to mid-level or industry experienced MSP Service Desk Technician to join our team in Reading, PA. The role focuses on resolving requests for technical assistance on standard applications and maintaining strong customer care and adherence to reporting requirements.

Typical duties include logging calls in ConnectWise, meeting KPIs, troubleshooting issues, handling open calls, and coordinating with management for escalations.

Qualifications

• Two-year degree or technical training with up to two years related experience.
• Desire to obtain relevant certifications may be needed.
• Experience in responsive customer support and MSP environments is a plus.

Responsibilities

• Provide comprehensive remote technical support services to Stratix clients.
• Work within KPIs including Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
• Troubleshoot issues and escalate as appropriate, ensuring customer satisfaction during calls.

Skills

Technical knowledge

Verbal and written communication

Problem solving

Organizational skills

Customer service

Education

Two-year degree / technical training

Tools

Microsoft Office Suite

Windows OS

Lotus Notes

Internet applications

Job description

Stratix Systems is growing and seeking an entry to mid-level or industry experienced MSP Service Desk Technician to join our team in Reading, PA. The role focuses on resolving requests for technical assistance on standard applications and maintaining strong customer care and adherence to reporting requirements.

Typical duties include logging calls in ConnectWise, meeting KPIs, troubleshooting issues, handling open calls, and coordinating with management for escalations.