IT Technician

As an IT Technician you will play a vital role in supporting our clients' IT needs. You’ll be responsible for troubleshooting, maintaining, and improving IT systems across Windows and Mac environments for a variety of businesses. This is a client-facing role that requires excellent communication skills, technical expertise, and a proactive mindset.

Key Responsibilities
Helpdesk Support: Provide remote and onsite technical support to clients for both Mac and Windows environments, addressing hardware, software, and network issues.
System Maintenance: Monitor, maintain, and update client IT systems, including servers, workstations, and cloud environments for both platforms.
Mac and Windows Administration: Configure, troubleshoot, and maintain systems, including macOS and Windows 10/11, as well as their integration with enterprise environments.
RMM Tools: Utilize Remote Monitoring and Management (RMM) tools to proactively monitor and manage client environments, resolve issues, and generate reports.
Troubleshooting: Diagnose and resolve complex technical issues for diverse environments, escalating when necessary.
Installations: Set up and configure hardware, software, and network equipment for Mac and Windows systems.
Documentation: Maintain accurate records of service requests, solutions, and system changes, ensuring consistency and compliance.
Client Interaction: Build and maintain strong relationships with clients, ensuring high satisfaction levels and understanding their unique IT needs.
Proactive Management: Perform regular system health checks, backups, updates, and proactive monitoring to prevent downtime and optimize performance.
Mobile Device Management: Configure and troubleshoot mobile devices, including iOS and Android, for integration with enterprise networks.
Qualifications
Education: Associate's or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
Experience: 2+ years of experience in IT support, preferably in an MSP environment.
Technical Skills:
Proficiency in managing both macOS and Windows operating systems.
Hands-on experience with Remote Monitoring and Management (RMM) tools such as ConnectWise, N-able, or NinjaRMM.
Experience with virtualization platforms (e.g., VMware, Hyper-V, Proxmox).
Advanced understanding of networking concepts (e.g., DNS, DHCP, firewalls, VLANs).
Familiarity with Microsoft 365, Azure, and other cloud-based solutions.
Knowledge of backup and disaster recovery tools and strategies.
Advanced troubleshooting for hardware and software issues across Mac and Windows platforms.
Certifications:
CompTIA A+, Network+, or equivalent certifications (preferred).
Apple Certified Support Professional (ACSP) or similar (preferred).
Microsoft certifications such as MCP, MCSA, or equivalent (preferred).
Language Skills: Advanced proficiency in written and spoken English, with the ability to communicate complex technical concepts clearly and effectively to clients and team members.
Soft Skills:
Exceptional problem-solving and analytical skills.
Ability to prioritize and handle multiple tasks under pressure.
Strong organizational and time management abilities.
Ability to work independently and collaboratively in a team environment.