Technical Support Specialist
2 weeks ago
Location: Remote
Salary: $40k-45k
General Overview:
The MSP Provisioning IT Specialist plays a vital role in preparing and configuring Microsoft Windows and Mac OSX devices for client deployment. This position requires adherence to established protocols, efficient management of service requests, and on-site installation of technology.
A Managed Service Provider (MSP) delivers a range of IT solutions on a subscription basis, including network management, cybersecurity, data recovery, help desk support, software oversight, cloud services, and compliance. By outsourcing these functions, organizations can lower expenses, access specialized knowledge, concentrate on core business activities, scale IT services as needed, and enjoy proactive maintenance and improved security.
This role necessitates direct engagement with clients through various communication channels. The ideal candidate should exhibit exceptional communication skills, be adept at interacting with clients, addressing inquiries, resolving concerns, and collaborating with team members to find solutions.
Key Responsibilities:
- Conduct routine maintenance, troubleshoot, and repair computer systems, including the installation, diagnosis, and upgrading of hardware to ensure optimal performance.
- Prepare new systems for client deployment, coordinate installations with users, and maintain accurate inventory records.
- Respond to assigned service requests and document progress accurately in the work order system.
- Encourage the development of knowledge base articles for customer and team use.
- Support projects both on-site and remotely, with occasional after-hours work.
- Communicate critical issues and situations to the appropriate management levels.
- Maintain open lines of communication with clients to understand their technology needs and challenges.
- Collaborate effectively with a team of IT professionals.
- Travel to client locations for installations and equipment delivery.
- Perform additional tasks as assigned.
- Enhance customer service and satisfaction.
- Ensure timely responses to customer requests.
- Work collaboratively within a team and communicate effectively.
- Escalate service requests requiring higher-level support.
- Document time and expenses accurately.
- Complete required training materials to understand internal processes.
- Log all work as service or project tickets for billing purposes.
- Participate in on-site projects requiring local travel.
- Provide guidance and support to junior team members.
- Fulfill any additional duties as needed to support organizational goals.
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