Remote Helpdesk MSP Support Technician

Job Description

Job Title: Helpdesk Support Technician

Job Type: Full-time

Overview:

We are seeking a motivated and customer-oriented Helpdesk Support Technician to join our team at Speyside IT Consulting Corporation, a leading Managed Services Provider. The ideal candidate will possess a solid foundation in basic IT knowledge, including proficiency in Active Directory support and Office 365 administration. This role requires excellent communication skills and a strong commitment to providing exceptional customer service.

Responsibilities:

Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and networks.

Diagnose and troubleshoot technical issues remotely or on-site, ensuring timely resolution and minimal downtime for clients.

Manage and prioritize helpdesk tickets in accordance with service level agreements (SLAs), ensuring prompt resolution and escalation when necessary.

Assist clients with user account management, including Active Directory administration, password resets, and access permissions.

Support and maintain Office 365 applications and services, including Exchange Online, SharePoint, and Teams.

Collaborate with internal teams to resolve complex technical issues and escalate to senior engineers or vendors when required.

Document support activities, solutions, and troubleshooting steps for future reference and knowledge sharing.

Proactively identify and address potential system vulnerabilities or performance issues to maintain the stability and security of client environments.

Educate end-users on IT best practices, software usage, and security awareness to enhance productivity and mitigate risks.

Continuously update technical knowledge and skills through training, certifications, and self-directed learning to stay current with industry trends and technologies.

Qualifications:

Minimum of 1-3 years of experience in a helpdesk or technical support role, preferably in a managed services environment.

Strong understanding of basic IT concepts, including networking, hardware, software, and operating systems.

Proficiency in Active Directory administration, including user account management, group policy management, and domain controller configuration.

Experience with Office 365 administration, including Exchange Online, SharePoint, Teams, and Azure Active Directory.

Excellent problem-solving skills with the ability to diagnose and troubleshoot technical issues efficiently.

Exceptional communication skills, both verbal and written, with the ability to interact professionally with clients and colleagues.

Strong customer service orientation with a focus on providing timely and effective support to meet client needs.

Ability to work independently and collaboratively in a fast-paced environment, prioritizing tasks and managing time effectively.

Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent are a plus.