Managed Services (MSP) Support Technician III

Managed Services (MSP) Support Technician III

Location: Pueblo, CO
Full-Time
$55,000 - $70,000 per year

TrinWare is looking for YOU! The strength of this company lies in our people. Therefore, we provide the highest degree of security and income for our staff and their family as their expertise, talent, and passion exemplify TrinWare’s vision.

Please provide a cover letter or letter of interest describing how your professional experience meets the qualifications required for this position.

We offer the following benefits:

• Company sponsored Medical, Dental and Vision
• Life
• Short- and Long-term disability
• 401K with company matching.
• Paid holidays, vacation and sick leave
• Employee discount, referral and assistance programs
• Professional development assistance

About TrinWare

TrinWare is a successful custom computer manufacturer and managed service provider based in Centennial, Colorado for almost 20 years, and we are looking for a MSP Support Technician III (Managed Services), to join our dynamic team. TrinWare provides custom computer systems to OEM’s, manufacturers, software solution providers, and vertical market companies that provide turn-key computer solutions. We provide Managed Services to companies seeking to streamline and reduce costs in IT management.

Managed Services (MSP) Support Technician III

TheManaged Services (MSP) Support Technician IIIprovides frontline technical support for a variety of clients in the Denver Metro Area, the Pueblo Area and beyond. This is a full-time position reporting to our Managed Services NOC Manager and our Director of Technology and operating out of and servicing clients in Pueblo, Colorado. Hours for this role will be 40+ hours per week operating between 7:00AM to 6:00PM Monday through Friday with occasional off-hours work. This position will occasionally require travel to customer locations, primarily within the Pueblo metro area.

Managed Services (MSP) Support Technician III

Essential Qualifications

• REQUIRED: 5+ years’ client-facing service desk experience in a Managed Services or multi-tenant support company using RMM and PSA tools
• Experience providing IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
• Experience performing basic troubleshooting and administration of servers, networks (WAN and LAN), routers, firewalls, and cybersecurity best practices
• Advanced technical understanding of operating systems, business applications, printing systems, and network systems.
• Experience managing and servicing clients through RMM and PSA tools
• Strong customer service focus and ability to bring hospitality to each support ticket
• Strong time management skills and the ability to stay organized during high volume
• Professional written and verbal communication and interpersonal skills including active listening, demonstrating empathy, patience, and a positive attitude.
• Current IT professional certifications from Microsoft, VMware, Cisco, CompTIA, or other preferred vendors desired
• Valid State issued driver's license
• Experience with Microsoft Windows 10
• Experience with client VPN set up and troubleshooting
• Experience with network printers and copier
• Experience with PDF viewing and editing tools
• Experience with computer and user set up
• Experience with ConnectWise Manage and Automate is a plus
• Experience with TrinWare’s core technologies preferred

• Microsoft Office 365 suite
• VoIP desk phones and cloud phone systems
• Spam filter administration
• Client antivirus and antimalware tools
• Experience with VMWare & HyperV server management
• Knowledge of Azure and AWS
• Willingness to learn continuously and escalate issues when appropriate

• Clean MVR
• Ability to pass a drug and/or alcohol screen and background check

Duties and ResponsibilitiesPeople Leadership

• Serve as an escalation resource for fellow IT service desk Support Technicians.
• Train and mentor junior technicians

IT Service Delivery

• Work daily in ConnectWise for scheduling, dispatching, and completing service tickets
• Understand ConnectWise by completing assigned computer-based training, job shadowing, and on-the-job training
• Provide remote and onsite support
• Administration and maintenance of the RMM and other software system alerts, and respond accordingly through service tickets
• Provide great documentation of work performed in our PSA tools (eg. ConnectWise)
• Escalate service or project issues that cannot be completed within Service Level Agreement timeframes
• Fully understand TrinWare’s service agreements to provide appropriate IT services
• Actively demonstrate and cultivate TrinWare’s Core Values in both internal and external situations
• Participate in an on-call rotation
• Independently perform computer and user set up for internal and external clients
• Provide technical expertise and services to TrinWare’s internal and external customers through project work and proactive recommendations
• Delight customers with high-quality customer service, both remote and face to face
• Own the successful outcome and customer satisfaction of each assigned task
• Produce great documentation of all work performed in our PSA tools
• Communicate effectively within the team to ensure all customer requests are addressed
• Strive to learn and continuously improve technical and business skills
• Uphold TrinWare’s Core Values and standards of customer service in all internal and external interactions
• Server configuration, administration and updates
• Mobile device management
• Administration of cloud environments

Financial Responsibility

• Fully document work time in systems of record, primarily ConnectWise
• Properly account for all physical assets and software deployed to clients

Organizational Leadership

• Continue learning and professional development by taking advantage of TrinWare’s reimbursement for professional IT certifications

TrinWare’s Core Values

TrinWare’s culture is a coming-together of high professional standards and a tight-knit team atmosphere. These Core Values are the driving force behind the who, what and why of our mission. We believe that these values will serve as a compass to lead us to our goal: being recognized as one of technology’s great service providers.

Growth, Optimism, Accountability, Leadership, Service