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Managed Solution · 3 months ago

Technical Support Specialist, Level 1

United States

Full-time

Remote

Entry Level

$24/hr - $30/hr

2+ years exp

Managed Solution is a leading IT service provider headquartered in San Diego, recognized for excellence in technology modernization and cloud transformation. The Technical Support Specialist (Level 1) will provide technical support to managed services clients, handling application and infrastructure support, network administration, and desktop troubleshooting in a fast-paced 24/7 environment.

Business IntelligenceCloud ComputingInformation TechnologySoftware

Growth Opportunities

Responsibilities

Provides application and infrastructure support, network administration, desktop troubleshooting, and server management across multiple environments, working on behalf of managed services clients

Adhering to client service level agreements and team performance goals while prioritizing, resolving and/or escalating issues in accordance with Company policy

Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients

Effectively documenting client communication and resolution efforts via internal ticketing system in accordance with Company standards

Maintaining a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments

Assists security team in monitoring client environments for suspicious activity/threats and responds quickly to security alerts and incidents in accordance with Company standards

Complies with all company policies and procedures

Other responsibilities as assigned

Qualification

Office365 administrationWindows troubleshootingLAN/WAN administrationMicrosoft certificationsCybersecurity knowledgeTicketing systems experienceCustomer serviceProblem-solving skillsCommunication skillsIntegrity

Required

An associate's or bachelor's degree in computer science or related field

2+ years of troubleshooting experience (networking, server/OS, desktop, virtualization)

Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members

Demonstrated history of taking ownership/accountability of assigned tasks

Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment

Excellent oral and written English communication skills

Demonstrated integrity and the ability to maintain client confidentiality

Proficiency in Office365 administration and troubleshooting required

Strong troubleshooting skills in a Windows environment, including desktop and server OS

Proficiency in Microsoft Exchange and Active Directory

Proficient knowledge of LAN/WAN administration and troubleshooting proficiency including DHCP, DNS, VLAN's, firewalls (Fortigate Manager), NAT, wireless technology

Basic knowledge of Cybersecurity, Network Monitoring, and Endpoint Management tools: Perch, LogicMonitor, SentinelOne, etc

Previous experience working within ticketing systems required (Connectwise preferred)

Previous experience working in Managed Services Operations Center

Preferred

Previous experience in a multi-client Managed Services and/or Managed Security Operations Center helpdesk environment is strongly preferred

Additional knowledge of public/private cloud (e.g., Azure) and virtualization technologies a plus

Microsoft or other technical certifications highly desired and may be required for employment

Apple/Macintosh/iPhone/iPad experience a plus

Benefits

PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+

401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days

Holidays – Managed Solution celebrates 7 paid holidays each year

Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service!

Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs)

Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7

$100K Life/AD&D policy provided for all employees, free of charge!

Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!

$80/Month Cell Phone + Internet Reimbursement