Managed IT Services Support Specialist

We are seeking a reliable and detail-oriented Managed IT Services Support Specialist to join our growing team. This role focuses on providing exceptional client servicing, managing devices using RMM tools, resolving support queries, conducting compliance audits, and overseeing backup solutions. The ideal candidate is a proactive problem solver with a willingness to learn, a commitment to honesty, and a strong dedication to the companys growth and client satisfaction.

Key Responsibilities:

Client Servicing and Support:

• Act as the primary point of contact for clients, ensuring their technical issues are resolved promptly and professionally.
• Foster long-term relationships with clients by understanding their needs and providing tailored solutions.
• Communicate complex technical issues in clear, non-technical language to ensure client confidence.
• Regularly check in with clients to ensure satisfaction and address any concerns proactively.

Device Management:

• Monitor, manage, and maintain client devices using the Remote Monitoring and Management (RMM) suite.
• Perform regular health checks, patch management, and updates to client devices.
• Troubleshoot device-related issues and ensure minimal downtime for client operations.

Support Query Resolution:

• Handle Tier 1 and Tier 2 support tickets for desktops, servers, and network devices.
• Provide solutions to technical problems, escalating complex issues to higher tiers when necessary.
• Document resolutions and contribute to the internal knowledge base for recurring issues.

Compliance Audits and Remediation:

• Conduct regular IT compliance audits for client environments to ensure adherence to standards and policies.
• Identify vulnerabilities or non-compliance issues and assist in implementing remediation strategies.
• Prepare detailed audit reports and communicate findings to clients.

Backup Management:

• Configure, monitor and manage client backup solutions to ensure data integrity and availability.
• Perform regular backup testing to validate recovery processes.
• Assist clients with disaster recovery planning and execution when needed.

Proactive Maintenance:

• Proactively monitor client environments for potential issues using RMM tools and take preventive actions.
• Implement optimization strategies to improve system performance and reliability.

Qualifications and Skills:

Required:

• Proven experience in an IT support role, preferably in a Managed Services Provider (MSP) environment.
• Strong knowledge of Remote Monitoring and Management (RMM) tools.
• Experience in managing device health, patching, and troubleshooting endpoint issues.
• Familiarity with backup and disaster recovery solutions like Veeam, Acronis, or similar.
• Understanding of IT compliance and regulatory frameworks.
• Basic networking knowledge, including troubleshooting connectivity and device configuration issues.

Preferred:

• Certifications such as CompTIA A+, ITIL Foundation, or similar.
• Familiarity with ticketing systems like ConnectWise, ServiceNow, or Autotask.
• Knowledge of automation within RMM platforms to streamline tasks.

Soft Skills:

• Willingness to Learn: Demonstrates a strong eagerness to acquire new skills and adapt to evolving client needs.
• Honesty: Upholds integrity and transparency in all interactions.
• Dedication to Growth: Focuses on contributing to both client satisfaction and company success.
• Strong organizational and multitasking abilities to manage multiple client environments efficiently.
• Excellent communication skills to articulate technical concepts in non-technical terms for clients.