What are the responsibilities and job description for the Managed Services Technician position at CozyCloud IT?
At CozyCloud IT, our Sr Technicians are responsible for providing expert-level technical assistance and support to our clients' end-users. This role is crucial in ensuring client satisfaction by resolving complex technical issues promptly and effectively. As a key member of the support team, you will contribute to maintaining high service delivery standards and fostering positive client relationships. This position requires a strong technical background, excellent problem-solving skills, and a customer-centric approach.
Role Details
- Team: Support
- Location: South Bend, IN (In-Office)
- Status: Full Time
What it takes to be great
Success in this role requires a combination of technical expertise, problem-solving abilities, and a commitment to providing exceptional customer service. You must be able to quickly diagnose and resolve complex technical issues, communicate effectively with end-users of varying technical abilities, and maintain a positive and professional demeanor under pressure. A proactive approach to identifying and addressing potential issues, along with a dedication to continuous learning, is essential for success in this role.
Day to Day Activities
The Day-to-Day activities of the Senior End-User Support Technician will include the following:
- End-User Support:
- Providing advanced troubleshooting and resolution of hardware, software, and network issues for end-users via phone, email, and remote access.
- Managing and prioritizing support tickets efficiently to meet service level agreements (SLAs).
- Documenting all support activities, resolutions, and client interactions in the ticketing system.
- Escalating complex issues to higher-level support or engineering teams as needed.
- Technical Leadership & Mentorship:
- Serving as a technical escalation point for junior technicians and providing guidance and mentorship.
- Developing and maintaining technical documentation and knowledge base articles.
- Identifying and recommending improvements to support processes and procedures.
- Client Relationship Management:
- Maintaining a professional and courteous demeanor while interacting with clients.
- Proactively communicating with clients regarding the status of their support requests.
- Ensuring high levels of client satisfaction by providing timely and effective solutions.
- System Administration & Maintenance (as needed):
- Performing basic system administration tasks, such as user account management, software installations, and system updates.
- Monitoring system performance and identifying potential issues.
- Assisting with the deployment and configuration of new hardware and software.
Required Skills and Qualifications:
- 2 or more years of experience in a technical support role, preferably in an MSP environment.
- Strong knowledge of Windows and macOS operating systems, desktop applications, and networking concepts.
- Experience with remote support tools and ticketing systems.
- Excellent troubleshooting and problem-solving skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Relevant certifications (e.g., CompTIA A , Network , Microsoft Certified Professional) are a plus.
Job Type: Full-time
Pay: $40,000.00 - $50,000.00 per year
Benefits:
- Paid time off
- Professional development assistance
Schedule:
- Monday to Friday
Experience:
- IT Support: 1 year (Required)
Ability to Commute:
- South Bend, IN 46628 (Required)
Work Location: In person
Salary : $40,000 - $50,000
