Group CCI LLC · 1 week ago
Service Technician II – IT Systems & Support
Charlotte Metro
Full-time
Hybrid
Mid Level
$60K/yr - $65K/yrGroup CCI LLC is an established managed service provider for IT systems and support, seeking a methodical and detail-oriented Service Technician II. This role involves providing high-quality technical support, managing escalated technical issues, and contributing to documentation and process improvements.
Cloud ComputingInformation TechnologySoftwareVoIP
Responsibilities
Follow established procedures to support and administrate hardware, software, and services, including Microsoft 365 Business services, Windows Server environments, networking infrastructure, desktop and mobile devices, and EDR/SASE solutions
Provide thorough support for escalated issues with emphasis on systematic troubleshooting and proper root cause analysis (RCA); ensure issues are fully resolved before closing tickets
Maintain comprehensive documentation for all work performed; contribute to improving existing documentation by identifying gaps and creating clear, detailed procedures
Work collaboratively with the Dispatch Manager, Service Manager, and other technicians; participate in knowledge sharing and team problem-solving sessions
Coordinate with third-party vendors (ISPs, SaaS providers, OEMs) in accordance with established escalation procedures; carefully track vendor tickets through to resolution
Use ConnectWise Manage (PSA) to maintain accurate, detailed ticket documentation, time entries, and status updates in accordance with established standards
Use N-able (RMM) to monitor and remediate endpoints in accordance with documented procedures and established alert policies
Contribute to ongoing improvements in documentation standards and procedures in collaboration with the Service Manager
Provide on-site support for local client environments when needed (with advance notice when possible)
Work is performed during regular business hours, with occasional planned maintenance activities outside of normal hours
Qualification
Required
Must reside within 45 minutes of downtown Charlotte, NC
Solid previous experience working at an MSP (Managed Service Provider) where you've worked within established ticketing systems and documented procedures
Comfortable supporting multiple clients while following consistent service standards
Experience creating clear, thorough documentation and following established procedures while identifying opportunities for process improvements
Strong foundational technical skills with hands-on experience in Microsoft 365 administration (Exchange, Entra, SharePoint), Windows Server environments and endpoints, Networking fundamentals, including firewalls, DNS, DHCP, Email/web fundamentals (DNS, DMARC, SPF, DKIM), Common business applications and SaaS platforms
Experience with systematic troubleshooting and root cause analysis; comfortable taking time to properly investigate issues and ensure complete resolution
Clear, professional client communication skills; ability to explain technical issues in terms clients can understand and set appropriate expectations
Comfortable working collaboratively with team members and contributing to a supportive team environment
Appreciation for constructive feedback and continuous improvement within a structured framework
Experience coordinating with vendors and following through on support escalations and warranty processes
Experience with ConnectWise Manage (PSA), N-able (RMM), and Hudu (documentation), or comparable PSA, RMM, and documentation tools
Detail-oriented with strong documentation abilities
Systematic approach to troubleshooting with emphasis on thorough problem resolution
Ability to work within established procedures while suggesting thoughtful improvements
Commitment to continuous learning with appropriate support and training
Strong client relationship skills and professional demeanor
Collaborative team mindset with appreciation for clear communication
Consistent, reliable attendance and punctuality
Quiet, professional home office space
Reliable transportation for occasional on-site visits
Preferred
ITIL Foundation or experience with structured problem/change management processes
Familiarity with PowerShell or deployment automation tools
Certifications: Microsoft, CompTIA A+/Network+, or vendor-specific credentials
Benefits
401k matching
(3%) and profit sharing
Year-end bonus structure
Flexible time off (FTO) + Paid Holidays
Fully paid 6-week maternity/2 2-week paternity leave
Company-issued laptop with dual monitor setup and desk phone
Internet and Cell Phone reimbursement
Mileage reimbursement
Investment in professional development (Certification support, networking conferences, training)
Supportive, collaborative team environment
Clear processes and documentation standards
Structured mentorship and escalation support
Company
Group CCI LLC
Group CCI provides best-in-class IT support for a predictable fee.
Founded in 1993
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Dave Connelly
Owner
Company data provided by crunchbase