Job Description

We are a Managed and Cloud Services Provider in the South Shore/Cape Cod area of Massachusetts! We support the latest technologies and carefully test and research every product and service that we offer. Efficiency, Speed, and Reliability are absolute qualities that we apply to every task we undertake.

Due to continued expansion, we are seeking an IT Service Desk Technician ? Level 2+ (MSP) with previous MSP experience. The IT Service Desk Technician - Level 2+ (MSP) is a full-time role that includes full benefits, 401(k) with company match, ongoing training, and advancement opportunities!

The IT Service Desk Technician / Level 2+ (MSP) will be taking escalated tickets using ConnectWise. The IT Service Desk Technician / Level 2+ (MSP) is primarily focused on Windows IT infrastructure support including servers, storage, cloud, virtualization, firewalls, routers & desktops.

Requirements:

Troubleshoot and fix problems with hardware, software and networks
Provide Support for Microsoft 365 environments including Office 365, Azure AD, Intune, SharePoint, etc.
Provide technical support for the latest Windows 10, Windows 11, MacOS, Android and iOS devices
Support Windows Server, experience with configurations is a huge plus
Strong Network experience: SonicWall and Ubiquiti a plus
Experience with ConnectWise or similar MSP tools (Autotask, Kaseya, Ninja, etc)

Responsibilities:

Serve as the first point of contact for customers seeking technical assistance
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Provide night and weekend coverage (as needed and on a rotation basis) for tickets scheduled by Dispatch
Meet ticket service level agreements (SLA) as defined by management
Accountable for time-tracking daily activities and recording in ConnectWise

Experience:
ConnectWise: 2 years (Preferred)

License/Certification:
CompTIA Network+ (Preferred)

How To Apply

To apply for this position send cover letter and resume to email provided on this page. Or contact The MassHire Cape & Islands Career Center at 508-862-6128