Job Description
Senior IT Support Technician Position Overview: TES Staffing is seeking a highly skilled
Senior IT Support Technician with proven experience in a Managed Services Provider (MSP) environment. The ideal candidate will have extensive experience with Microsoft cloud products, enterprise backup systems, cloud-based VoIP systems, and virtual and onsite client support. This role requires a results-driven professional committed to delivering high-quality IT solutions and exceptional customer service.
Key Responsibilities: Technical Support & Troubleshooting: - Provide comprehensive IT support to clients, resolving 95% of assigned cases and maintaining a ticket closure ratio of 1 or greater daily.
- Confirm receipt and provide resolution plans for 99% of cases within 45 minutes of assignment.
- Resolve 99% of tickets in under 8 active business hours, adhering to systematic troubleshooting processes without skipping steps.
- Utilize Virtual Monitoring and Management ctools to efficiently address customer issues.
Cloud Technology Expertise: - Support and maintain Microsoft cloud environments, including Office 365, Azure, Entra, and SharePoint.
- Manage enterprise backup solutions such as Veeam, Datto, or similar systems.
- Provide support and maintenance for cloud-based VoIP systems.
Client Engagement: - Provide virtual support 60% of the time and onsite support at client locations 40% of the time.
- Communicate with clients daily for updates on ticket progress unless otherwise instructed.
- Maintain clear and concise ticket documentation, ensuring non-technical stakeholders can understand technical resolutions.
Proactive Improvements: - Identify at least one opportunity per month to implement systematic changes to reduce recurring issues ("noise").
- Document noise-reducing steps taken during ticket resolutions.
- Create a minimum of two knowledge base articles monthly to enhance team knowledge and efficiency.
Key Metrics for Success: - Ticket Handling:
- 12–15 tickets closed daily with 95% completed in 30 minutes or less of work time.
- Utilization Rate:
- Maintain a minimum utilization rate of 75%.
- Response Time:
- Acknowledge and provide a resolution plan for 99% of cases within 45 minutes.
- Ticket Resolution:
- Resolve 99% of tickets within 8 active business hours.
Qualifications & Skills: Required: - MSP Experience: Demonstrated experience in an MSP environment.
- Cloud Expertise: Advanced knowledge and hands-on experience with Microsoft cloud products (Office 365, Azure, Entra, SharePoint).
- Backup Management: Proficiency in managing enterprise backup systems (e.g., Veeam, Datto).
- VoIP Systems: Experience supporting and maintaining cloud-based VoIP systems.
- RMM Tools: Skilled in using Virutal Monitoring and Management tools for customer support.
Soft Skills: - Strong written and verbal communication skills with the ability to explain technical concepts to non-technical audiences.
- Exceptional customer service skills and the ability to manage client relationships effectively.
- Self-motivated, with the ability to work independently and collaboratively.
Other Details: - Travel:
- Use of a company car or mileage reimbursement for client site visits.
- Training:
- Access to continued training and company-sponsored certifications to support career growth.
- Benefits:
- 401k with company match, comprehensive medical plans, EAP program, FSA account, PTO, Professional paid development and tuition reimbursement.
- Hours: Monday- Friday- In office Tuesday and Thursday, Work from Home Monday, Wednesday and Fridays
- Required to be on call one weekend/month. Will be compensated via on call pay and Overtime
- Pay: Depending on experience, starting at $78k
Job Tags
Full time, Remote job, Work from home, Weekend work, Monday to Friday,