MSP Support Engineer L1

Breeze Unlimited • Phoenix, AZ

6d • Hybrid

About The Position

We are seeking an ambitious MSP Support Engineer to join our team. In this junior-level position, you will provide essential technical support and customer service to our clients, ensuring their IT systems operate smoothly. You will be responsible for troubleshooting basic hardware and software issues, deploying PCs, assisting with client inquiries, engaging in special client projects, and learning from experienced team members. This role offers the opportunity for professional growth as you develop your skills and contribute to our commitment to exceptional client service.

Requirements

• 1-3 years in a help desk or technical support experience, preferably in an MSP environment.
• Basic understanding of IT concepts, procedures, and best practices
• Basic understanding of basic network concepts (LAN/WAN/VPN) and SaaS technologies.
• Exposure to Microsoft 365 management
• Proficiency in Windows and Mac operating systems
• Proficiency with ticketing systems and documentation tools.
• Proficiency with the Microsoft Office suite
• Ability to work in a fast-paced environment
• Excellent written and verbal communication skills
• Strong troubleshooting and analytical skills
• The candidate will provide their own transportation. You must possess a valid driver's license, proof of insurance, and a clean driving record. Ability to pass a background check and eligibility to work in the USA.

Nice To Haves

• Experience managing ThreatLocker endpoint security
• Experience managing the Unifi ecosystem, i.e., firewalls, switches, access points, phones, cameras, etc.
• Experience supporting Tax/Accounting software such as Drake, UltraTax, Thomson Reuters
• Basic understanding of backups, disaster recovery, and business continuity
• Basic understanding of cybersecurity practices, including firewalls, EDR/MDR, and encryption
• Basic understanding of Mobile Device Management platforms, preferably Addigy
• Familiarity with VoIP systems and concepts

Responsibilities

• Technical Support: Provide first-level troubleshooting for hardware, software, and network issues. Deliver basic-level desktop and server support, including user creation, Office 365 management, password resets, drive mapping, and application support. Assist clients mainly through remote support, with occasional on-site visits as needed.
• Customer Service: Deliver exceptional customer service, maintaining a positive and professional demeanor in all interactions.
• Collaboration: Collaborate with senior team members to escalate complex issues and participate in knowledge-sharing sessions.
• Client Projects: Additionally, collaborate with senior technical resources on client projects within, or slightly outside of, your skill level to cultivate technical growth and learning opportunities
• Schedule Management: Independently manage your schedule, prioritize tasks, and maintain client communications.
• Audits: Assist in performing regular security audits for clients, ensuring a strong IT security posture
• Documentation: Maintain detailed ticket documentation within our system .
• Process Improvement: Identify and implement solutions for recurring issues to boost operational efficiency.
• SOP Development: Contribute to the development and maintenance of knowledge-based articles.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed