MSP Hire

Support Engineer

• Provide remote support for end users via phone, email, and remote access tools
• Troubleshoot Microsoft environments including Windows Server, Microsoft 365, Windows 11, and Mac OS
• Support virtual environments, backup systems, workstations, wireless access points, and related hardware
• Monitor and respond to alerts through the remote monitoring and management platform
• Assist with onsite installations and deployments including servers, switches, firewalls, and software
• Coordinate with vendors to resolve issues involving business applications, printers, copiers, and internet providers
• Document support activity, configurations, and client environments in ConnectWise Manage and Hudu
• Communicate clearly with clients by providing timely updates and maintaining a high level of customer satisfaction
• Escalate issues appropriately while collaborating closely with the Service Coordinator and Service Manager
• Participate in after-hours on-call support rotation
• Contribute to internal documentation, procedures, and process improvement
• Stay current with emerging technologies and industry best practices

L1 IT Support Technician

IT Support

• Provide remote desktop and end-user support via phone, email, and remote-access tools
• Troubleshoot core business applications, operating systems, virtual environments (Azure & Hyper-V), and backup solutions
• Support Microsoft technologies: Windows Server, Microsoft 365, MS Office suite, Windows 11, Mac OS, etc
• Implement and maintain the company’s software stack
• Install and support hardware (workstations, wireless access points, UPS batteries, etc.) both remotely and onsite
• Document all work in ConnectWise Manage service tickets, Configuration Items, and Hudu (where applicable)

IT Support Specialist

• Provide remote desktop and end-user support via phone, email, and remote-access tools
• Troubleshoot core business applications, operating systems, virtual environments (Azure & Hyper-V), and backup solutions
• Support Microsoft technologies: Windows Server, Microsoft 365, MS Office suite, Windows 11, Mac OS, etc
• Implement and maintain the company’s software stack
• Install and support hardware (workstations, wireless access points, UPS batteries, etc.) both remotely and onsite
• Shadow & assist System Administrator with onsite installation of: servers, switches, software, and firewalls
• Review the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Coordinate with vendors to resolve issues related to line-of-business applications, copiers/printers, and internet service providers
• Document all work in ConnectWise Manage service tickets, Configuration Items, and Hudu (where applicable)
• Follow company procedures for documenting time and services performed in real-time
• Maintain and update customer network documentation in Hudu Alert Service Coordinator and Service Manager(as needed) for escalation and emergency service
• Communicate with clients to resolve support issues and provide timely work status updates
• Participate in client and internal meetings as requested
• Relay client requests for purchase of additional services or equipment to the Procurement department.
• Maintain and improve customer service, perception, and satisfaction - Report any dissatisfaction to the Service Manager
• Document internal processes, procedures, and best practices
• Stay current with emerging IT technologies through publications and online resources
• Participate in an on-call, after-hours support rotation
• Maintain a customer satisfaction score of 95% or higher
• Adhere to all company policies and procedures

Help Desk Technician

Manager

• Oversee service desk operations by monitoring ticket dashboards, managing SLA compliance, addressing escalations, and ensuring exceptional service delivery
• Lead and develop the service desk team through daily performance management, workload balancing, coaching, and ongoing professional development
• Maintain strong client relationships through proactive communication, regular service reviews, and performance reporting
• Analyze operational metrics including ticket volume, response times, MTTR, CSAT, and cost efficiency to identify trends and drive continuous improvement
• Implement and refine service desk processes, escalation workflows, and operational policies to improve efficiency and customer satisfaction
• Manage on-call scheduling, staffing capacity, and resource planning to support business growth while preventing team burnout
• Deliver strategic reports, business reviews, and operational recommendations to executive leadership
• Conduct employee performance reviews, goal-setting, and workforce planning

Service Desk Manager

Architect

• Lead technical discovery and pre-sales engagements
• Design, configure, and implement cloud solutions
• Serve as a trusted advisor throughout the project lifecycle
• Advise customers on best practices around Microsoft 365
• Contribute to expanding Microsoft partnership & Modern Work practice

Senior M365 Architect

Cloud Engineer

• Lead technical discovery and pre-sales engagements, translating customer business needs into solution architectures, scope definitions, and compelling value propositions in partnership with the sales team.
• Design, configure, and implement cloud and technology solutions while delivering documentation and knowledge transfer to customer stakeholders.
• Serve as a trusted advisor throughout the project lifecycle, driving successful deployments, resolving complex technical challenges, and ensuring customer satisfaction and adoption goals are met.
• Advise customers on best practices around Microsoft Azure including security, networking, application services, Artificial Intelligence, and data management.
• Collaborate with team members to define and implement/document standards and methodologies for Professional Services engagements.

L1 IT Support Technician

IT Support Specialist

Help Desk Technician

Service Desk Manager

Senior M365 Architect

Senior Azure Architect