Managed Services IT Technician (Full Time) (Onsite)

About the position

The Managed Services IT Technician role involves providing comprehensive IT support to small and medium-sized businesses (SMBs) in the South Shore and surrounding areas. This position requires a proactive individual with previous Managed Service Provider (MSP) experience and a strong desire to learn and adapt to new technologies. The technician will be responsible for both remote and onsite support, addressing a variety of IT issues ranging from desktop support to server and network troubleshooting. The role emphasizes collaboration, continuous learning, and the ability to handle diverse client needs effectively.

Responsibilities

• Provide remote and in-person IT support to clients as needed by the business
• Assist in IT Support relating to issues with the internal systems and network infrastructure
• Support services for Microsoft technologies: Windows Server, M365, SharePoint, OneDrive, Entra, Azure, etc.
• Initial technical support at the network level: WAN/LAN connectivity, routers, firewalls, security
• Administer hosted & cloud solutions for customers with technologies that meet their needs
• Assist in the implementation and support of disaster recovery solutions
• Remote access solution support: VPN, Terminal Services, and/or RemoteApp
• Respond to tickets from remote monitoring and management (RMM) system alerts/notifications
• Contribute to the documentation and maintenance for all technical infrastructure
• Communicate with customers, keep them informed of issues, changes, or planned outages
• Keep managers aware of issues that require escalation and escalate items in a timely manner
• Contribute to improvement of internal processes and procedures
• Maintain time/expense entries, complete training, scheduled dispatches, projects, and tickets
• Review IT publications and online materials to stay up-to-date on current/future technologies

Requirements

• Minimum 3 years professional experience in supporting SMB in an MSP position
• Strong knowledge of network connectivity and networking equipment for both LAN and WAN topologies, including routers and managed switches
• Firm understanding of TCP/IP, DHCP, desktop troubleshooting, and network connectivity
• Experience with Microsoft Windows 10/11, Microsoft Outlook, Office Suite, and Office 365 Suite
• Knowledge of Microsoft Active Directory administration and understanding of DHCP and DNS
• Experience with server hardware and related technologies: RAID, iLO, DRAC, backup methods
• Familiarity with internet-related technologies, including DNS, registrars, SSL, and web hosting providers
• Experience with RMM tools and ConnectWise or similar PSA tools preferred
• Experience with Microsoft Servers 2016, 2019, 2022, and desktop support for Windows 10 and 11

Nice-to-haves

• Experience with SonicWall Firewall configuration
• MAC experience
• Experience with Office 365 Migrations/Deployment/Admin

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement