Level I Technician

• Technical Support: Provide remote and on-site technical support to SMB clients troubleshooting hardware and software issues promptly and efficiently.
• System Maintenance: Perform routine maintenance tasks on client systems including updates backups and system monitoring to ensure optimal performance and security.
• Incident Management: Act as the first point of contact for all IT-related incidents and service requests ensuring accurate logging tracking and resolution in line with service level agreements (SLAs).
• Client Communication: Maintain clear and effective communication with clients providing regular updates on incident status and ensuring a high level of customer satisfaction.
• Documentation: Create and maintain detailed documentation of client systems configurations and procedures to support seamless service delivery. Effectively documenting the issue and resolution in our ticketing system.
• Security Management: Implement and monitor security measures to protect client data and systems including antivirus updates firewall configurations and regular security audits.
• Hardware and Software Installation: Assist with the installation and configuration of hardware and software for new and existing clients ensuring compatibility and functionality within their IT environment.
• Continuous Improvement: Identify opportunities for process improvements and contribute to the development of best practices within the team.

• Education: A degree or diploma in Information Technology Computer Science or a related field.
• Experience: Prior experience in an MSP or IT support environment preferably servicing SMB clients.
• Technical Skills: Proficiency in Windows and macOS operating systems network configurations and common business applications (e.g. Microsoft 365 G Suite).
• Certifications: Relevant certifications such as CompTIA A Network or Microsoft Certified Professional (MCP) are advantageous.
• Problem-Solving: Strong analytical and troubleshooting skills with a keen attention to detail.
• Communication: Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Customer Service: A customer-focused approach with a commitment to delivering high-quality service and building strong client relationships.
• Team Player: Ability to work effectively both independently and as part of a collaborative team.

• Experience with Remote Monitoring and Management (RMM) tools: Familiarity with RMM tools like NinjaRMM or similar platforms.
• Experience with Ticketing Systems: Knowledge of ticketing systems such as Autotask PSA ServiceNow Zendesk or similar.
• Documentation Tools: Proficiency in using documentation tools and platforms (e.g. Hudu Ninja Documentation IT Glue SharePoint).
• Experience with Cloud Services: Understanding of cloud platforms such as AWS Azure or Google Cloud.

• Fast-paced and dynamic environment with a focus on delivering high-quality IT support to SMB clients.
• Collaborative and supportive team culture.

• Competitive salary and performance-based bonuses
• Comprehensive health dental and vision insurance
• Retirement savings plan with company match
• Paid time off and holidays
• Professional development and certification reimbursement
• Opportunities for career advancement

Our growth isnt measured in numbers its an investment in aligning with the best talent.

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location and not to TeamLogic IT Corporate.