Technical Support Specialist II

Technical Support Specialist

The Technical Support Specialist serves as the first point of contact for client technical issues, providing professional, timely, and effective support in a fast-paced MSP/MSSP environment. This role requires strong technical fundamentals, excellent customer service skills, and the ability to communicate clearly with both technical and non-technical users.

The ideal candidate is flexible and dependable, consistently striving to exceed client expectations while following established support and escalation processes.

Work Schedule & Location

This position follows a consistent weekly schedule that includes both onsite client support and in-office/remote work:

• Two days per week onsite at Client 1

• Two days per week onsite at Client 2

• One day per week in-office or remote support

When working onsite, the technician is dedicated exclusively to that client's environment and support needs.

Key Responsibilities

• Provide professional phone, remote, and onsite technical support to clients

• Serve as the first point of contact for incoming service requests

• Maintain and manage the support ticket queue, responding within SLA guidelines

• Strive for first-call resolution whenever possible

• Investigate, troubleshoot, and resolve hardware, software, and system issues

• Accurately document troubleshooting steps, resolutions, and status updates in service and project tickets

• Follow incident management and escalation procedures

• Interact with third-party vendors and technology providers as needed

• Install, configure, and support computer hardware, peripherals, and software

• Troubleshoot and assist with hardware and software failures and recoveries

• Record time spent on all service and project tickets for accurate billing

• Communicate complex technical issues in a clear, client-friendly manner

• Assist senior technical staff and participate in team-based troubleshooting

• Contribute to a positive, professional client experience at all times

• Other duties as assigned

Required Qualifications

• Minimum 2-3 years of experience in IT support or technical support roles

• Strong working knowledge of Windows 10/11 desktop operating systems

• Hands-on experience supporting Microsoft 365 (Exchange Online, Outlook, Teams, OneDrive, SharePoint)

• Experience supporting mobile devices (iOS and Android)

• Experience working in a structured support environment with defined incident management processes

• Excellent oral and written communication skills

• Strong analytical and problem-solving abilities

• Ability to remain patient and professional in high-pressure situations

• Reliable transportation, valid driver's license, and insurance

• Ability to work occasional after-hours or flexible shifts as needed

• Ability to lift up to 50–75 lbs occasionally

Preferred Qualifications

• Experience working in an MSP and/or MSSP environment

• Associate degree in Computer Science or related field, or equivalent work experience

• CompTIA A+ or similar entry-level certification

• Active Directory experience (user and computer administration)

• Linux and/or macOS support experience

• Familiarity with corporate network environments, including domains, firewalls, switches, and basic networking concepts

Additional Expectations

• Ability to adapt in a dynamic, fast-paced environment
• Willingness to learn new technologies and client environments

Pay: $51, $61,890.29 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending