TeamLogic IT

Technician

• Provide onsite and remote technical support for business clients
• Deploy, configure, and support Windows workstations and servers
• Deploy, configure and support MacOS devices
• Support of mobile devices and tablets
• Support various line of business applications for customers
• Support Microsoft 365 environments
• Support Google Workspace environments
• Configure and support Mobile Device Management platforms
• Configure and troubleshoot networking equipment including firewalls, switches, wireless access points, and VPNs from various manufacturers
• Assist with infrastructure projects, upgrades, and migrations
• Monitor and maintain client systems using industry-leading management tools
• Create and maintain technical documentation
• Deliver outstanding customer service and technical expertise

Field Technician

• Provide advanced technical support to clients, including installing, configuring, and maintaining hardware and software
• Respond to and resolve escalated support tickets promptly, ensuring minimal downtime for clients
• Manage and maintain client networks, including routers, switches, firewalls, and wireless access points
• Implement and manage security solutions, conduct regular security audits, and address potential vulnerabilities
• Ensure client data is backed up regularly and develop disaster recovery plans to safeguard against data loss
• Maintain clear and professional communication with clients, providing updates and ensuring client satisfaction
• Create and maintain detailed documentation of client systems, configurations, and support activities
• Assist in the planning and execution of IT projects, ensuring they are completed on time and within budget
• Provide guidance and training to Level 1 Technicians, fostering a collaborative team environment
• Provide on-call support for critical issues, including after-hours and weekend support as needed

MSP Level 2 Technician

• Provide advanced technical support for a variety of IT systems, including servers, networks, and software applications.
• Troubleshoot and resolve complex issues escalated from Level 1 and Level 2 technicians.
• Design, implement, and manage robust network solutions to ensure optimal performance and security for clients.
• Monitor network performance to identify potential issues and take proactive measures.
• Perform regular maintenance and upgrades on client systems, including patch management, backup and recovery, and system monitoring.
• Maintain strong relationships with clients by providing professional and timely support.
• Lead and manage IT projects, including system migrations, network installations, and software deployments.
• Create and maintain detailed documentation for all client environments, including network diagrams, system configurations, and troubleshooting procedures.
• Provide guidance and mentorship to Level 1 and Level 2 technicians.

MSP Level 3 Technician

• Manage client environments (servers, networks, cloud systems) and resolve escalated service desk issues
• Support Microsoft 365, Azure AD, and hybrid cloud migrations
• Configure and maintain firewalls, VPNs, and security policies (SonicWall, Meraki, FortiGate)
• Use RMM/PSA tools (ConnectWise, NinjaOne, or AutoTask) to monitor and document service delivery
• Implement automation, scripting, and AI tools (PowerShell, ChatGPT integrations) to streamline support

Level II Technician

• Provide first contact support of incoming requests to the service desk via telephone, web portal, and email to ensure courteous, timely, and effective resolution of end-user issues.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Use remote tools and diagnostic utilities to aid in resolving support requests.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Installing and configuring hardware and software components throughout various network infrastructure devices.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Establishing good relationships with all departments and colleagues.
• Ensuring company safety and security standards are met.

Technician I

• Provide advanced technical support for a variety of IT systems, including servers, networks, and software applications
• Troubleshoot and resolve complex issues escalated from Level 1 and Level 2 technicians
• Design, implement, and manage robust network solutions to ensure optimal performance and security for clients
• Monitor network performance to identify potential issues and take proactive measures
• Perform regular maintenance and upgrades on client systems, including patch management, backup and recovery, and system monitoring
• Ensure that all systems are secure, up-to-date, and compliant with industry standards
• Maintain strong relationships with clients by providing professional and timely support
• Lead and manage IT projects, including system migrations, network installations, and software deployments
• Create and maintain detailed documentation for all client environments, including network diagrams, system configurations, and troubleshooting procedures
• Provide guidance and mentorship to Level 1 and Level 2 technicians

IT Support

• Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers.
• Troubleshoot issues relating to Windows domains and workgroups, Windows networking, Active Directory, Firewall Configuration, onsite and hosted Exchange environments, hardware diagnostics, and Microsoft Office Suite.
• Perform support remotely using remote monitoring and management tools.
• Log time entries and notes for support and maintenance performed.
• Provide customers with timely written and oral updates regarding their support cases.

Help Desk Technician

Support Engineer

• Act as primary escalation point for complex technical issues including network and server configurations
• Identify, diagnose, and resolve network problems using available tools
• Communicate with customers until issues are resolved
• Record, track, and document the problem-solving process
• Conduct research into a wide range of computing issues
• Provide application support and solutions to customers
• Follow up with clients to ensure systems function after troubleshooting

Support Technician, Tier 3

Technical Account Manager

• Manage and grow existing client relationships
• Drive revenue growth
• Ensure client satisfaction through upselling and cross-selling opportunities
• Develop and maintain strong relationships with key decision-makers and stakeholders
• Act as the primary point of contact for all account-related inquiries, concerns, and escalations
• Proactively engage with clients to understand their evolving needs and challenges
• Provide exceptional customer service and support
• Implement strategies to foster long-term client loyalty and minimize churn
• Identify upselling and cross-selling opportunities
• Establish a technology roadmap for all key strategic accounts
• Develop account plans and strategies to maximize business opportunities and achieve sales targets
• Conduct regular account reviews and monitor account performance
• Communicate the overall status of projects to clients and internal stakeholders
• Stay abreast of industry trends, cybersecurity threats, and best practices.

• Respond to incoming service requests via telephone, web portal, and email, ensuring courteous, timely, and effective resolution of end-user issues.
• Provision and set up systems for new hires, ensuring seamless integration into the team.
• Prioritize incidents and service requests according to defined processes to consistently meet or exceed defined SLAs.
• Utilize remote tools and diagnostic utilities to resolve support requests; perform hands-on fixes at the desktop level when remote tools are not suitable, including hardware repairs and peripheral deliveries.
• Install, configure, and maintain hardware and software components across various network devices.
• Install antivirus software, keep virus definitions up to date, and uphold company safety and security standards.
• Manage servers through Active Directory, File & Print services, DNS, DHCP.
• Regularly inspect and clean workstations, printers, and peripherals to prevent potential issues.
• Establish and maintain positive relationships with all departments and colleagues, promoting a cooperative working environment.
• Must possess a valid Driver's License and the ability to drive to customer locations when required.

Field Technician

MSP Level 2 Technician

MSP Level 3 Technician

Level II Technician

Technician I

MSP Level 3 Technician

Help Desk Technician

Support Technician, Tier 3

Technical Account Manager

IT Technician, Level II