Managed IT Services Technician

General Summary:

The Managed IT Services Technician will be responsible for Managed IT Services installations with several customers. This is both an internal and customer facing technical role. This position is responsible for providing consistent technical resources to the customer for their Internet, Hosted Voice and Internal IT infrastructure services.

Essential Job Functions:

• Provides technical support to Managed IT Services customers.
• Installs and maintains all Managed IT Services customers' Routers, Firewalls, Switches, Access and Servers.
• Provides maintenance customers with Application Support as needed.
• Provides all general Internet, Voice and IT support to Managed IT Services customers as required.
• Provides technical support to internet customers by answering phone calls, gathering relevant information and troubleshooting and resolving problems and issues.
• Conduct customer discovery meetings and onsite assessments to understand business objectives, existing infrastructure, operational challenges, and technology requirements.
• Promotes internet-related products and services
• Performs all other related duties assigned by management. *

Knowledge, Skills and Abilities:

• Working knowledge of MSP service delivery, including remote monitoring and management, ticketing systems, endpoint management, patching, and customer support processes.
• Knowledge of VoIP is required. Use of Polycom and Yealink phones a plus. Experience in using Wireshark to troubleshoot SIP call failure related issues is desirable.
• Foundational knowledge of next-generation firewalls (NGFW), including configuration, access control policies, intrusion prevention, application filtering, VPN connectivity, and monitoring and troubleshooting network security issues.
• Knowledge of wireless networking technologies, including Wi-Fi standards, radio frequency (RF) principles, 2.4 GHz, 5 GHz, and 6 GHz bands, channel planning, channel width selection, interference mitigation, and transmit power optimization.
• Knowledge of structured cabling systems, including copper and fiber optic cable installation, termination, testing, labeling, and troubleshooting, with the ability to follow industry standards, safety practices, and documentation requirements. Relevant BICSI certification preferred.
• Knowledge of backup and disaster recovery concepts, including retention, recovery objectives, restoration testing, and business continuity.
• Ability to manage multiple opportunities, meet deadlines, and collaborate across departments.
• Knowledge of management principles and practices, including planning, organizing, prioritizing, coordinating resources, and evaluating work to achieve organizational goals efficiently and effectively.
• Skill in problem solving and resolution.
• Skill in reading and interpreting technical documents and information.
• Ability to communicate with customers, employees and various business contacts in a professional and courteous manner.
• Ability to organize and prioritize multiple work assignments.
• Ability to pay close attention to detail.
• Ability to make sound decisions using information at hand.
• Knowledge of company policies and procedures.
• Ability to create a team environment and sustain employee morale.

Education and Experience:

• Associate or bachelor's degree in information technology, computer networking, business, or a related field, or an equivalent combination of education and relevant experience.
• Three or more years of experience in IT support, systems administration, network administration, or Managed Services.
• Experience supporting technical sales, conducting customer assessments, or developing IT proposals preferred.