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MSP Provisioning IT Specialist
3 months ago
General Summary:
A Provisioning Technician is tasked with preparing Microsoft Windows and Mac OSX workstations and laptops for client deployment. This role involves following documented procedures, managing work requests, and installing devices onsite.
A Managed Service Provider (MSP) is a company that offers a range of IT services to businesses on a subscription basis, including network and infrastructure management, cybersecurity, data backup and recovery, help desk support, software management, cloud services, and compliance. By outsourcing these services, businesses can reduce costs, access specialized expertise, focus on core activities, scale IT services with growth, and benefit from proactive maintenance and enhanced security.
This position requires direct interaction with several clients in person, over the phone, and through email. The ideal candidate must have strong communication skills and be comfortable engaging with clients, answering questions, addressing concerns, and collaboratively finding solutions to any issues that arise while onsite, with support from team members.
Duties & Responsibilities:
- Perform general maintenance tasks and troubleshoot and repair computer systems. This involves installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment to ensure optimal workstation performance. Prepare new systems for deployment and coordinate installation with end users, updating inventory systems to reflect the current status of each system.
- Respond to assigned work orders and maintain accurate and timely documentation of progress in the work order database. Promote the creation of knowledge base entries that can be used by customers and IT team members. Support projects both onsite and offsite, occasionally working after normal business hours.
- Respond to assigned work orders and maintain accurate and timely documentation of progress in work order database. Promote creation of knowledge base entries usable by customers and IT team members. Work will involve supporting projects both onsite and offsite and occasionally after normal business hours.
- Communicate issues, critical problems and situations to appropriate management levels.
- Maintains open communication with clients to better understand their technology requirements and issues.
- Able to work with a team of people.
- Driving to and from client locations to perform installations and deliver equipment.
- Other tasks as assigned.
Add'l Duties:
- Improve customer service, perception, and satisfaction
- Turnaround of customer requests
- Ability to work in a team and communicate effectively
- Escalate service requests that require upper-level administrator or engineer support
- Responsible for entering time and expenses in ConnectWise as it occurs
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
- Enter all work as service/project tickets into ConnectWise for billing
- Onsite projects will require local travel to customers in the DFW area. Work evenings and weekends as needed for after-hours implementations and client support.
- Work as a team to provide technical leadership to junior team members
- Furthermore, perform any additional assigned duties need to fulfill the role. The job entails whatever needs to be done that is assigned and is within the employees capacity to deliver. Including additional duties assigned to meet the needs of the organization.
