Philly-Based, Tier Two MSP IT Field Technician
4 weeks ago
Their mission is to empower organizations with reliable technology solutions and exceptional support to optimize their IT infrastructure and achieve their business objectives.
They are seeking a skilled and customer-focused Tier Two MSP (Managed Service Provider) Field Technician. As a Tier Two MSP Field Technician, you will be responsible for providing advanced technical support and onsite assistance to our clients, ensuring the smooth operation of their IT systems and infrastructure.
Key Responsibilities:
- Respond promptly to service tickets escalated from Tier One support, diagnosing and resolving complex technical issues related to hardware, software, and networking components.
- Conduct onsite visits to clients' locations to perform hardware installations, upgrades, and maintenance tasks, including servers, workstations, networking equipment, and peripherals.
- Collaborate with Tier Three support and engineering teams to troubleshoot and resolve escalated issues that require advanced expertise or specialized knowledge.
- Perform proactive system monitoring and maintenance to identify potential issues and prevent service disruptions, utilizing remote monitoring and management (RMM) tools and platforms.
- Assist in the implementation of IT projects, such as network upgrades, cloud migrations, and cybersecurity initiatives, following best practices and project management methodologies.
- Provide training and guidance to Tier One technicians and end-users to enhance their technical skills and optimize the use of IT resources.
- Maintain accurate documentation of onsite visits, service activities, and configuration changes for clients' IT environments.
- Associate degree or technical certification in Information Technology, Computer Science, or a related field.
- Minimum of 2-3 years of experience in a technical support role within a managed service provider (MSP) environment.
- Proficiency in troubleshooting hardware, software, and networking issues across diverse IT environments, including Windows, macOS, and Linux systems.
- Strong knowledge of networking concepts, protocols, and technologies, including TCP/IP, DNS, DHCP, VLANs, and VPNs.
- Experience with remote monitoring and management (RMM) tools, professional services automation (PSA) platforms, and ticketing systems.
- Excellent customer service and communication skills with the ability to interact professionally with clients and internal teams.
- Valid driver's license and reliable transportation for onsite visits to client locations.
- Competitive salary based on experience and qualifications.
- Comprehensive benefits package, including health insurance, dental coverage, and retirement savings plan.
- Opportunities for professional development and certifications to enhance technical skills and career advancement.
- Work-life balance with flexible scheduling and remote work options available.
- Collaborative and supportive team environment with opportunities for growth and recognition.
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