Service Technician (MSP Setup)

Working in a Managed Service Provider (MSP) environment, the technician will troubleshoot a broad range of hardware, software, endpoint, Microsoft 365, and basic networking issues. The ideal candidate has a solid technical foundation, strong troubleshooting skills, and the experience to resolve user issues efficiently while recognizing when escalation to specialized teams is necessary.

Responsibilities

* Handle all inbound technical support requests through phone calls, the ticketing portal, and email, serving as the first point of contact for end users.

* Diagnose and resolve user issues, prioritizing first-contact resolution whenever possible.

* Troubleshoot Windows/macOS issues, operating system errors, application problems, imaging, and driver conflicts.

* Investigate network-related problems, including DNS, DHCP, VLANs, firewall rules, and site-to-site VPNs, within the scope of assigned responsibilities.

* Perform basic server administration and troubleshooting tasks involving Active Directory, Group Policy, and file/print servers.

* Troubleshoot and support Microsoft 365 services, email issues, mailbox access, and related user requests.

* Assist with virtualization issues involving Hyper-V and VMware, as well as basic cloud infrastructure troubleshooting.

* Address security-related issues, including antivirus/EDR alerts, MFA troubleshooting, and access control.

* Utilize remote monitoring and management (RMM) tools, remote support utilities, PowerShell, and other available tools to investigate and resolve technical issues.

* Document troubleshooting steps, findings, and resolutions accurately in the ticketing system.

* Follow established IT service management practices for incident handling, ticket management, and problem resolution.

* Escalate unresolved issues to Tier 2, Tier 3, or specialized teams when necessary, providing clear documentation of troubleshooting steps and findings.

* Meet established service-level agreements (SLAs) for response times, ticket updates, and resolution targets.

* Identify recurring technical issues and recommend solutions to improve service quality and reduce repeat tickets.

* Contribute to the internal knowledge base by documenting common issues, troubleshooting procedures, and best practices.

* Communicate clearly with end users and relevant stakeholders, providing timely updates and setting appropriate expectations for resolution.

* Deliver consistent, professional customer service while managing multiple tickets and prioritizing requests based on urgency and impact.

Qualifications

Technical Skills

* Strong troubleshooting skills across Windows/macOS endpoints, common business applications, and end-user computing environments.

* Working knowledge of Windows Server, Active Directory, Group Policy, and networking fundamentals.

* Familiarity with Microsoft 365 administration and troubleshooting, including user accounts, email, and access-related issues.

* Understanding of networking concepts, including DNS, DHCP, VLANs, routing, firewalls, and VPNs.

* Familiarity with cloud-based services, including Azure and AWS, and basic cloud infrastructure troubleshooting.

* Knowledge of endpoint security solutions, antivirus/EDR tools, MFA, and cybersecurity best practices.

* Experience using RMM tools and remote support platforms in an IT support environment.

* Familiarity with PowerShell, scripting, or automation techniques is an advantage.

* Ability to recognize the limits of Tier 1 support and determine when escalation is appropriate.

Experience & Education

* 3–5 years of experience in IT support, technical support, service desk operations, or a similar role.

* Experience handling inbound support requests and managing tickets in an MSP or similar customer-facing IT environment is preferred.

* Relevant certifications are an advantage, including CompTIA A+, Network+, Security+, Microsoft certifications, or ITIL 4.

* Equivalent practical experience and demonstrated technical troubleshooting ability will also be considered.