Desktop Support/Level 1 Technician for MSP
Advantage Microsystems, United States
Job Description
Advantage Microsystems is an established, fast-growing MSP that places high value on both employee and client relationships. If you’re a friendly, experienced, goal-oriented technician who’s seeking growth and advancement opportunities, give us a look.
Why Advantage Microsystems?
- Compensation Our people are well compensated with pay and benefits because employee retention is extremely important to us.
- Career growth Our Level 3/Senior Technicians were once our Level 1/Junior Technicians. Our commitment is to put you on a growth plan and advance you here. Level 3 Technicians need not apply as we only promote to this position from within.
- Culture Our team is awesome. We have each other's backs, we have fun with our work, and our clients love us. We’re all learning and growing together so input or suggestions from our employees are valued and encouraged.
- Lifestyle We were a work-from-home company before covid and we’ll continue to be one after covid. In the instance an onsite visit to a client is needed, it should be limited.
- Transparency As part of the interview process, you’ll be able to speak with other AM employees and really get a feel for what it’s like to work here.
About Us
Advantage Microsystems provides complete IT department services for nonprofits and businesses that have between 25 to 500 employees. For a flat monthly fee, we ensure the stability of our clients' networks around the clock, protect them from hackers and malicious attacks, back up their critical data offsite, and invisibly solve computer glitches before they have the chance to affect their productivity. We’ve built a technology stack for our clients that's cloud-first, security focused, and maximizes productivity.
We're a well-established firm that values the interpersonal relationships between staff members, so everyone gets along incredibly well and values being part of the same team. Our team dynamics are quite unique. We're supportive of telecommuting but of course sometimes computer problems need to be fixed onsite. We prefer responsible employees that get their work done efficiently, as we do not believe in micro-management.
What’s a typical day like?
You start your day by logging into your home office computer by 8:30am. You will open up Connectwise (our ticket system), Kaseya (our remote management and monitoring app), and login to an instant messenger conference to say hi to your coworkers. Throughout the course of the day our Dispatcher will assign you support tickets that come in from both our clients as well as from our server and network monitoring systems. Some days you're assisting clients with normal IT issues (Outlook problems, new user setups, account administration, software upgrades, cloud migrations, security product deployment), and other days you're on project work with a Level 3/Senior Technician (workstation roll-outs, firewall deployments, server deployments, training). Your day finishes up at 5:30pm, and a few minutes before the end of the day you update any remaining open tickets.
Your coworkers are available via phone (a company VOIP phone/app is provided) or by our instant messenger chat. The main purpose of our chat room is to work collaboratively on problems. Almost all of the information you'd need about a client is already documented inside IT Glue, so most of the time you just need one-off information from a co-worker or help on a difficult IT problem.
Requirements
Technical Skills
- Desktop support experience installing, configuring, and troubleshooting Windows 10 in an environment with either Active Directory and/or Azure Active Directory
- User account administration with Microsoft 365 and Active Directory.
- Basic Mac experience is a plus.
- Experience with Microsoft Office Suite.
- Login script/drive mapping knowledge.
- Experience in client service working remotely and at times face to face with end users.
- Microsoft certifications are a big plus.
- RMM tool experience.
- Corporate antivirus experience.
- Knowledge of backup software, recovery concepts, and troubleshooting.
- Some knowledge of firewall administration, troubleshooting, etc.
- Remote access solutions (VPN, Terminal Services/Remote Desktop Services, Citrix).
- Some knowledge of virtualization.
Personality Traits
- Strong client service skills with friendly personal demeanor.
- Disciplined self-starter is resourceful with strong analytical and troubleshooting abilities.
- Candidate takes pride in doing a great job. Candidate is very thorough and detail oriented.
- Candidate maintains professionalism under pressure and can multitask.
- Resourceful troubleshooter with