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Technical Support Specialist - Managed Service Provider

Bethesda, MD · Information Technology
As a Technical Support Specialist, you will interact extensively (both over the phone and in person) with end-users that possess a wide range of technical knowledge. As such, you will need to possess strong analytical skills, excellent interpersonal skills, ability to design workable solutions to problems in a timely manner, the ability to travel to client sites (local travel only) and a strong customer service ethic.

The ideal Technical Support Specialist will have 2+ years of prior experience working for an MSP. The ideal team members will strive to provide a high level of customer service and possess exceptional communication skills.

  • · Provide on-site and remote desktop support for end users
  • · Answer phone calls and respond to tickets
  • · Respond to client system outages
  • · Coordinate on-site visits as needed for system troubleshooting and new system setup
  • · Update client documentation when needed
  • · Attend Individual and team supervision meetings
  • · Time Tracking
  • · Respond to client and corporate email within established time frame
  • · Participate in training and development
  • · Maintain top level customer service
  • · Collaborate with Managed Services and Implementation 
  •   Services teams to ensure maximum effectiveness when troubleshooting
  • · Ensure that standard procedures are followed for troubleshooting and triage of all client technical issues
  • · Provide regular status updates to Director and team members
  • · Communicate effectively within IT organization and with clients in both verbal and written communications
  • · Participate in on-call rotation.

The position requires extensive experience working with:
  • Windows XP/Vista/7/8 installation, support, and troubleshooting
  • Windows Server installation, support, and administration (2003/2008/2012)
  • Windows Active Directory design, deployment, and administration
  • Microsoft Exchange Server 2003/2007/2010/2013 – 
  • Administration, deployment, and migration
  • Managed antivirus solutions
  • Enterprise backup solutions
  • TCP/IP network design and troubleshooting
  • Configuration, deployment, and support of network routers, switches, wireless access points, and firewalls
  • Microsoft Office – Basic use, installation, and troubleshooting (including Project and Visio)
  • Virtualization Technologies (Hyper-V and VMWare)
  • Web hosting, DNS, and SSL certificates
  • Linux installation, support, and administration is a plus
  • Mac OS installation, support, and troubleshooting is a plus

Additional Must Haves:
  • Strong analytical skills and troubleshooting abilities
  • Excellent interpersonal and communications skills (both written and verbal)
  • Strong ability to analyze systems in various IT disciplines
  • Ability to design and deploy sustainable and scalable technology solutions
  • Proficiency in managing time, scheduling projects, and meeting deadlines
  • Strong customer service ethic
  • Reliable vehicle, insurance, and driver’s license to transport self to various client sites as scheduled
  • Ability to travel to prospect sites (local travel only, mileage and parking are reimbursed)
  • Ability to easily climb ladders and lift equipment generally used in supporting and manipulating physical infrastructure
  • Ability to easily see, reach and manipulate small objects such as cables, connectors/transceivers, screws, nuts, and bolts
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