Managed Services Technician

Job Summary

We are seeking a Managed Services Technician with prior Managed Service Provider (MSP) experience to provide onsite and remote IT support for business clients throughout the Greater Houston area. This role supports Managed IT Services, Managed Print Services, and Document Management solutions while delivering exceptional customer service and technical troubleshooting.

MSP experience required.
May be commuting to client sites around the Greater Houston area.

Tier 1 Responsibilities:

• Provide onsite and remote support calls for Managed IT Services, Managed Print Services and Document Management Software.
• Provide initial contact and basic technical support to end-users.
• Respond to customer inquiries and troubleshoot common technical issues.
• Perform basic account setup and configuration tasks.
• Follow established procedures and guidelines for issue resolution.
• Provide excellent customer service and ensure customer satisfaction.
• Maintain accurate records of customer interactions and support incidents.
• Document and escalate more complex issues to higher-tier support teams.

Tier 2 Responsibilities: Tier 1 plus the following

• Handle more advanced technical issues that cannot be resolved at the tier 1 level.
• Investigate and troubleshoot complex technical problems reported by customers.
• Utilize knowledge bases and other resources to find solutions and workarounds.
• Collaborate with Tier 3 and Tier 4 technicians to resolve escalated issues.
• Install, configure, and maintain software and hardware components.
• Assist in training Tier 1 technicians and creating support documentation.
• Ensure timely and effective communication with customers regarding issue status.

Tier 3 Responsibilities: Tier 2 plus the following

• Provide in-depth technical support for complex and critical issues.
• Analyze and diagnose complex network, software, and hardware problems.
• Collaborate with other technical teams, such as developers or system administrators, to identify root causes and develop solutions.
• Develop and implement advanced troubleshooting methodologies.
• Act as a subject matter expert in specific areas and provide knowledge transfer to other team members.
• Participate in the design and improvement of systems, processes, and infrastructure.

Will involve on-site visits to resolve challenging technical issues.