Proactive IT Engineer - MSP

Job Description

Summary:

We are seeking a Client Technology Manager to join our team! We are a fast paced, growing, Managed Service Provider, providing IT support for our small and medium business clients across all industries. Specifically, this position will spend time working on proactive tasks, maintenance, cyber security, documentation and other technical "housekeeping" tasks for our client base.

This is a proactive role within our team and critical to our business model. The goal of this position is to reduce the amount of reactive tickets that are opened, and to reduce the amount of time it takes for our support staff to close those tickets that are opened.

This is not an entry level position. Experience and knowledge of effectively managing and maintaining dozens of clients, and knowing what it takes to maximize efficiency in an MSP environment is critical.

Responsibilities:

Work with Support Manager, Client Success Manager, and other staff to identify problem areas and either correct them or make the recommendation for correction.

Maintain accuracy and consistency of client documentation.

Run through client maintenance check lists.

Schedule client on site visits and spend time doing onsite maintenance.

Build a strong rapport with key client contacts.

Review client tickets.

Maintain and monitor centrally managed tools such as RMM, AV, Backup.

Keep various client dashboards and directories up to date.

Track and record all time.

Keep detailed notes of tasks completed in our ticketing system.

Qualifications:

Experience with a Managed Service Provider is mandatory for this position.

Previous experience in IT Support, minimum 3-5 years.

Experience making complex technical recommendations in a consultative role.

Strong customer service skills and sense is a must.

Ability to communicate efficiently via email, on the phone and in person

Ability to build rapport with clients.

Strong troubleshooting and critical thinking skills

Positive and professional demeanor

Organization and the ability to manage a heavy workload

Technical Qualifications:

Qualified candidate will have worked with, have knowledge of, or be very familiar with:

All modern Microsoft Windows Operating Systems, Workstation and Server versions.

Apple hardware, Macs, iPhones, and OSX.

Networking, TCP\IP and common troubleshooting commands

Printers, specifically in a business environment

Ability to troubleshoot and support networking hardware including firewalls, switches, routers, and wireless access points.

Active Directory

Azure Active Directory

Anti Virus

Google Workspace

Microsoft 365/Office 365

VoIP Phone systems

DNS

Backup and Recovery

Intune

Spam Filtering

Cyber Security.

Full-time