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Form of workJob Description
Benefits/Perks
- Competitive Compensation $50,000-$60,000.00
- Career Growth Opportunities
- Health Insurance
Job Summary
As a Tier 1.5 MSP Technician at CNI, you will play a vital role in delivering technical support and solutions to our clients. You will work closely with Tier 1 and Tier 2 technicians to resolve IT issues, deploy solutions, and ensure the smooth operation of our clients' IT environments. This position combines technical expertise with excellent communication skills to provide first-class customer service.
Responsibilities
- Technical Support: Provide efficient and effective technical support to clients, including troubleshooting hardware and software issues, network connectivity problems, and other IT-related concerns.
- Service Desk: Monitor and respond to client requests and incidents through our service desk system, ensuring timely and accurate ticket resolution.
- Escalation: Collaborate with Tier 2 technicians to escalate and resolve complex technical issues, while keeping clients informed about the status of their requests.
- Client Communication: Maintain clear and proactive communication with clients, explaining technical solutions and ensuring they understand the resolution process.
- Documentation: Accurately document all interactions, troubleshooting steps, and solutions in the knowledge base for future reference.
- Remote Support: Provide remote support to clients, resolving issues remotely when possible to minimize onsite visits.
- Onsite Visits: When necessary, perform onsite visits to clients' locations to diagnose and resolve technical issues or deploy IT solutions.
- IT Solutions Deployment: Assist in the deployment of IT solutions, such as software upgrades, hardware installations, and network configurations.
- Security Awareness: Stay up-to-date with the latest cybersecurity threats and best practices to ensure clients' IT environments are secure.
Qualifications
- Must have 2+ years experience and have worked at a MSP within the last 12 months
- Strong troubleshooting and analytical skills
- Ability to work well as part of a team
- Strong written and verbal communication skills
- Understanding of data privacy and security
