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IServ · 2 months ago

IT Support Technician - Managed Services

Orlando, FL

Full-time

Onsite

Entry, Mid Level

$20/hr - $25/hr

2+ years exp

Iserv is a leading Managed Services Provider (MSP) delivering innovative IT solutions to businesses. The IT Support Technician will provide timely technical support with a strong emphasis on first-call resolution, integrating AI technologies to enhance efficiency and problem-solving.

AnalyticsCloud ComputingInformation TechnologySoftware

Responsibilities

Provide exceptional support with a focus on first-call resolution—you're a fixer, not just a ticket taker! Incorporate AI tools (e.g., generative AI for troubleshooting or automated scripting) to enhance efficiency

Participate in tiered technical support, escalating complex issues while exploring AI-driven solutions

Perform recurring monitoring and management tasks, using AI-powered analytics to proactively identify and resolve potential problems

Deliver technical support including configuration, troubleshooting, and security, with an eye toward AI-enhanced threat detection and response

Collaborate with the Technical Services team to monitor and respond to events, leveraging AI monitoring platforms for faster insights

Engage and manage vendor support escalations as needed, while advocating for AI-integrated vendor tools

Ensure timely and clear communications to clients and the team, utilizing AI-assisted communication tools for streamlined updates

Contribute to special projects, such as piloting AI features in our support ecosystem or training on new AI technologies

Perform additional duties as assigned, with occasional virtual 'smart hands' support for remote engineers (no on-site travel required in this remote role)

Qualification

Microsoft desktop OS supportWindows system managementTCP/IP networkingAntivirus/malware knowledgeMicrosoft Exchange administrationAI-driven network optimizationWindows security best practicesCustomer service orientationAI tools interestAnalytical approachProcess-oriented troubleshootingInterpersonal skillsOrganizational skillsVerbal communicationWritten communication

Required

Experience with Microsoft desktop OS support (Windows 10/11 & Microsoft 365) in business environments

Solid knowledge of Windows system management tools, philosophies, and methods

Familiarity with antivirus/malware, patch management, and emerging AI-based security technologies

Understanding of TCP/IP networking standards (DNS, DHCP)

Experience with Microsoft Exchange administration and troubleshooting

Basic knowledge of network concepts and functional skills with various technologies, including AI-driven network optimization tools

Basic understanding of Windows and network security best practices, with interest in AI for predictive security

An analytical, process-oriented approach to troubleshooting, enhanced by enthusiasm for AI automation and machine learning applications in IT

Ability to work effectively both independently and as part of a remote team

Customer-service oriented and performance-driven, with a passion for using AI to elevate user experiences

Highly effective interpersonal, organizational, verbal, and written communication skills

Reliable high-speed internet and a dedicated home office setup for remote work

At least 2+ years of experience in IT infrastructure support, preferably in a Managed Services Provider environment

Preferred

Bonus: Hands-on experience or strong interest in AI tools (e.g., ChatGPT, Copilot, or custom AI scripts for IT tasks)

Relevant certifications (one or more preferred): A+, Network+, Security+, Microsoft Certified (e.g., Azure Fundamentals), or AI-related certifications (e.g., Google AI Essentials or Microsoft AI-900) for bonus consideration

Valid driver's license (helpful but not required, as this is a fully remote position)