The 20 MSP

Support Engineer

• Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
• Manage ticket queue to ensure timely resolution
• Provide customer support using remote connection software
• Provide thorough documentation on each customer interaction
• Prioritize ticketing system flow by following SOPs and KB articles for resolution
• Meet or exceed KPI goals
• Troubleshooting of advanced desktop issues, VPN connectivity, entry-level server support, hardware issues, and line of business support

After-Hours IT Support Desk Technician

IT Support

• Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support.
• Provide customer support both onsite and remotely using connection software, ensuring thorough documentation and follow-up for every interaction.
• Prioritize and resolve tickets by following established SOPs and KB articles, meeting or exceeding KPI goals.
• Troubleshoot a range of issues including advanced desktop problems, VPN connectivity, hardware failures, line-of-business applications, and basic server functions.
• Perform complete hardware repair, maintenance, and security tasks from cleaning and component replacement to in-depth diagnostics.
• Execute physical networking functions such as running network cables, installing patch panels, and setting up racks/enclosures, applying knowledge of wiring schema, tools, and layouts.
• Install, reinstall, repair, and configure software, including operating systems, antivirus/security tools, and office productivity suites.
• Back up data and perform system restores as needed to maintain functionality.
• Test solutions for accuracy, document work, and provide recommendations for ongoing system health.

IT Regional Service Technician

• Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support.
• Provide customer support both onsite and remotely using connection software, ensuring thorough documentation and follow-up for every interaction.
• Prioritize and resolve tickets by following established SOPs and KB articles, meeting or exceeding KPI goals.
• Troubleshoot a range of issues including advanced desktop problems, VPN connectivity, hardware failures, line-of-business applications, and basic server functions.
• Perform complete hardware repair, maintenance, and security tasks—from cleaning and component replacement to in-depth diagnostics.
• Execute physical networking functions such as running network cables, installing patch panels, and setting up racks/enclosures, applying knowledge of wiring schema, tools, and layouts.
• Install, reinstall, repair, and configure software, including operating systems, antivirus/security tools, and office productivity suites.
• Back up data and perform system restores as needed to maintain functionality.
• Test solutions for accuracy, document work, and provide recommendations for ongoing system health.

Technician

• Manage and configure backup and disaster recovery (BDR) devices, including Unitrends and Datto solutions
• Monitor BDR devices for failures, communication issues, and other performance concerns
• Collaborate with MSPs to address IT administration and support needs
• Work with MSPs to understand their business requirements and recommend best practices for implementation
• Maintain consistent communication with coworkers and MSPs to meet and exceed client expectations
• Assist in managing and configuring the Remote Monitoring and Management (RMM) platform

Core Services Technician

• Manage and configure backup and disaster recovery (BDR) devices, including Unitrends and Datto solutions.
• Monitor BDR devices for failures, communication issues, and other performance concerns.
• Collaborate with MSPs to address IT administration and support needs.
• Work with MSPs to understand their business requirements and recommend best practices for implementation.
• Maintain consistent communication with coworkers and MSPs to meet and exceed client expectations.
• Assist in managing and configuring the Remote Monitoring and Management (RMM) platform.

• Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
• Manage ticket queue to ensure timely resolution
• Provide customer support using remote connection software
• Professional Spanish fluency is required
• Provide thorough documentation on each customer interaction
• Prioritize ticketing system flow by following SOPs and KB articles for resolution
• Meet or exceed KPI goals
• Troubleshooting of the following, though not limited to: Advanced desktop issues, VPN connectivity, Entry-level server support, Hardware issues, Line of business support

IT Support Desk Technician, Bilingual – Spanish

• Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
• Manage ticket queue to ensure timely resolution
• Provide customer support using remote connection software
• Provide thorough documentation on each customer interaction
• Prioritize ticketing system flow by following SOPs and KB articles for resolution
• Meet or exceed KPI goals
• Troubleshooting of the following, though not limited to: Advanced desktop issues, VPN connectivity, Entry-level server support, Hardware issues, Line of business support