Summary:

The Managed Services Technician is responsible for providing exceptional technical support to our managed services clients both remotely and onsite. This position serves as one of the primary points of contact for end users and plays a critical role in delivering a positive customer experience.

The ideal candidate possesses excellent troubleshooting skills, strong communication abilities, and a customer-first mindset. This role supports desktop and laptop hardware, operating systems, Microsoft 365, business applications, printers, mobile devices, and other endpoint technologies while working closely with the engineering team to resolve more complex infrastructure issues.

The Managed Services Technician is expected to document work thoroughly, follow established processes, and contribute to continuous improvement of the service delivery experience.

Duties:

• Provide remote and onsite technical support for desktops, laptops, mobile devices, printers, and peripheral equipment.
• Troubleshoot and resolve hardware, software, operating system, and application issues.
• Install, configure, and maintain Windows workstations and other endpoint devices.
• Deploy and support Microsoft 365 applications and cloud services.
• Configure and support email, Microsoft Teams, OneDrive, and SharePoint.
• Utilize Remote Monitoring & Management (RMM) and Professional Services Automation (PSA) tools to monitor systems and resolve service requests.
• Accurately document troubleshooting steps, resolutions, and customer communications within the PSA platform.
• Perform workstation deployments, upgrades, imaging, and lifecycle replacements.
• Assist with user onboarding and offboarding, including account provisioning and device setup.
• Troubleshoot basic networking issues including wireless connectivity, VPN access, DNS, DHCP, and internet connectivity.
• Escalate complex server, cloud, cybersecurity, and networking issues to Managed Services Engineers when appropriate.
• Assist with implementation projects including workstation deployments, Microsoft 365 migrations, and office relocations.
• Participate in maintaining client documentation and knowledge base articles.
• Maintain high levels of customer satisfaction through professional communication and timely follow-up.
• Participate in an on-call rotation as required.

Qualifications:

• Excellent customer service and interpersonal skills.
• Strong troubleshooting and critical thinking abilities.
• Excellent verbal and written communication skills.
• Experience supporting Microsoft Windows 10 and Windows 11.
• Experience supporting Microsoft 365 applications and services.
• Familiarity with Active Directory, Microsoft Entra ID (Azure AD), and Microsoft Intune preferred.
• Experience with RMM, PSA, and remote support tools preferred.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, and wireless networking.
• Experience supporting printers, scanners, mobile devices, and business applications.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Associate or Bachelor's degree in Information Technology or related field preferred, or equivalent work experience.
• Current CompTIA A+, Network+, Microsoft, or equivalent industry certifications are preferred.
• Valid driver's license with reliable transportation for onsite client visits.
• Must successfully pass a background check

Attributes:

• Outstanding customer service mindset.
• Professional and positive attitude.
• Strong organizational skills.
• Excellent time management.
• Ability to work independently while contributing to a collaborative team.
• Strong written documentation skills.
• Ability to adapt quickly to changing priorities.
• Desire to continually learn new technologies.
• High attention to detail.
• Ability to remain calm under pressure.
• Strong problem-solving skills.
• Professional appearance and demeanor when representing KLH Consulting.
  
  

Preferred Experience:

• Microsoft 365 Administration
• Microsoft Intune
• Microsoft Entra ID (Azure AD)
• Windows Server
• VMware or Hyper-V
• Network switches and firewalls
• Endpoint Detection & Response (EDR) solutions
• Backup and Disaster Recovery solutions
• Remote Monitoring & Management (RMM) platforms
• Professional Services Automation (PSA) systems
• Healthcare (HIPAA) or Wine industry applications