About M3 Networks powered by ROBO:
ROBO is a fast-growing IT managed service provider (MSP). We pride ourselves on doing two things: delivering exceptional customer service and developing elite technical talent. If you’re looking for a chance to grow and thrive on technical challenges to solve, we’re your dream come true.
ROBO Culture:
ROBO is founded on its 6 core values: Endless Learning, Caring is Our Superpower, Own the Problem, Follow Up & Follow Through, Adapt and Overcome, and A positive energetic environment brings life to work! ROBOs live out the core values every day and are enthusiastic about providing the best customer service. At ROBO we are passionate about our employees, helping them develop their skill and knowledge to reach beyond their potential.
Position Summary: We are seeking a skilled and customer-focused Service Desk Analyst to join our team in a fully remote capacity. In this role, you will serve as a primary escalation resource, taking ownership of complex technical issues across Microsoft 365, Windows desktop and server environments, and network infrastructure. This position is responsible for resolving advanced support requests and performing structured troubleshooting to drive issues through to full resolution. The majority of the role involves escalation-level work, with additional complex tickets assigned directly based on technical scope. Success in this role requires strong analytical thinking, disciplined process execution, and clear communication. You will collaborate closely with Service Desk technicians and internal teams while maintaining high documentation standards and consistent follow-through. Beyond resolving issues, you will contribute to strengthening the Service Desk through process refinement, knowledge base contributions, and continuous improvement efforts. This role requires someone to work from their home office on a daily basis and occasionally travel to clients in the Southlake/Dallas area.
Responsibilities:
- Escalation Ownership: Take full ownership of escalated service tickets, perform advanced troubleshooting, and drive issues through to resolution with urgency and accountability.
- Advanced Technical Support: Provide remote support for Microsoft 365, Windows desktop and server environments, Microsoft Entra ID, and network infrastructure including routers, switches, and firewalls.
- Root Cause Analysis: Identify underlying causes of recurring issues and document findings to reduce repeat incidents and strengthen overall service quality.
- Service Desk Collaboration: Work closely with Service Desk technicians to provide technical guidance and clear direction on escalated cases.
- Documentation and Process Discipline: Maintain accurate, real-time ticket documentation in accordance with internal standards. Contribute to the creation and refinement of SOPs and knowledge base articles.
- Client Communication: Communicate clearly and professionally with clients regarding issue status, resolution steps, and recommended improvements.
Qualifications:
- 4+ years of recent experience in IT support, preferably within an MSP environment
- Proven experience handling escalated technical issues across Microsoft 365, Windows desktop and server environments, and Microsoft Entra ID
- Strong working knowledge of networking fundamentals including routers, switches, firewalls, VPNs, and DNS
- Experience troubleshooting complex issues independently with minimal supervision
- Familiarity with MSP toolsets such as HaloPSA, Ninja RMM, and ITGlue preferred
- Strong written and verbal English communication skills with the ability to clearly document troubleshooting steps and client communication
- High level of accountability, attention to detail, and ability to manage multiple priorities in a structured environment
- Relevant certifications such as CompTIA Network+, Microsoft certifications, or equivalent experience preferred
Benefits
- Performance Bonus of up to $5K annually
- Medical, Dental, and Vision Insurance
- 401(k) with company match
- Paid Time Off and Holidays
- Parental Leave, Jury Duty Leave
- Professional Development Assistance
- Certification Bonus Program
- Milage Reimbursement
Pay: $60,000.00 - $76,000.00 per year
Work Location: Hybrid remote in Southlake, TX 76092
