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Saas Talent Collective - Philadelphia, PA
posted about 2 months ago
About the position
The Level 2/3 Help Desk Technician role is a full-time position focused on providing technical support and client service for a Managed Service Provider (MSP) in Philadelphia, PA. Technicians will be the first point of contact for clients, utilizing their technical expertise and empathy to resolve issues effectively. This role requires a combination of advanced IT support skills and strong client relationship management, with a focus on delivering high-quality service in a dynamic environment.
Responsibilities
- Serve as the first point of contact for clients, providing technical support and troubleshooting assistance.
- Resolve client issues effectively, whether working remotely or on-site.
- Manage multiple clients simultaneously, ensuring high-quality service delivery.
- Utilize Microsoft-based MSP software and ticketing systems to track and resolve issues.
- Assist junior team members and contribute to team success.
- Document technical processes and client interactions for future reference.
Requirements
- 3-5 years of hands-on advanced IT support experience.
- Proficient in Microsoft-based MSP tools and software.
- Strong skills in Office 365, Windows, and Mac environments.
- Experience with Windows Server and Active Directory.
- Administrative proficiency in SharePoint and Azure Active Directory.
- Familiarity with iOS/Android devices and troubleshooting.
- Ability to work in onsite, virtual, and cloud environments.
- Strong client relationship management and project management skills.
- Excellent communication and problem-solving abilities.
- Associate degree minimum in a computer-related field; Bachelor's degree preferred.
Nice-to-haves
- Familiarity with ticketing systems like Autotask or ConnectWise.
- Experience in networking and cybersecurity.
- Leadership and documentation capabilities.
Benefits
- Health insurance
- Dental insurance
- 401(k)
