IT Support Technician – MSP Job at Kapstonetech in Fairfax

The IT Support Technician will work with a diverse set of technology providing support to our clients. The ideal candidate will be well-versed in Windows, network, and system support. They will provide user support at customer locations on assigned open tickets and collaborate with Company Clients. The technician is responsible for resolving technical issues promptly to maintain customer satisfaction. They will install, troubleshoot, and maintain various products and equipment, identifying, analyzing, and repairing failures, and recommending suitable products or services.

Principal Duties of the IT Support Specialist include:

• Troubleshoot and resolve Tier 2 & 3 issues including software, hardware, server, and networking problems.
• Assess the technical environment and recommend improvements to enhance IT functionality. Document solutions and ensure excellent service.
• Share technical knowledge with clients and support staff to resolve problems and fulfill requests.
• Identify major incidents, outages, and security issues; develop and document resolutions or workarounds.
• Promote a customer-oriented environment with professional and courteous service.
• Handle customer complaints, problems, questions, and conflicts constructively and diplomatically.
• Analyze symptoms, break problems into manageable parts, identify root causes, and seek additional resources when necessary.
• Communicate clearly and effectively across various settings to convey messages and prompt actions.
• Make basic decisions daily where appropriate, escalating significant issues as needed.

Responsibilities & Duties

• Troubleshoot hardware and software issues.
• Document solutions and provide excellent service.
• Maintain strong knowledge of Windows 10/11 and support hardware/software installation.
• Possess networking knowledge including firewalls, switches, and routers.
• Understand Windows Servers, Azure Active Directory, Exchange, and Microsoft 365.
• Apply strong troubleshooting skills and technical knowledge.
• Understand network and computer technologies such as VPN, antivirus, security, and data migration.
• Prioritize tasks, solve problems, and manage multiple tickets efficiently.
• Work independently within the Help Desk system and maintain a customer service focus.

Qualifications & Skills

Mandatory:

• Experience working for a Managed Service Provider.
• Experience handling Tier 2-3 escalated support tickets.
• Office 365 administration and migration experience.
• Support for Cloud-based technologies.
• Experience with AutoTask or similar PSA tools.
• At least 3 years troubleshooting software and hardware in a customer service role.
• High technical proficiency.
• Excellent problem-solving and analytical skills.
• Relevant network, security, Microsoft certifications.
• Personal vehicle for travel to client sites.
• Experience with RMM, EDR, and Backup technologies.
• Experience with Fortinet systems (FortiGate, FortiAP, FortiSwitch, etc.).
• Scripting experience with PowerShell, Python, Bash.
• Knowledge of virtualization technologies like VMWare, Docker, Proxmox.

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