About Divergys
At Divergys, we don't just keep systems running — we become the trusted IT backbone our clients build their businesses on. We're a Managed Services Provider that pairs disciplined process with genuine technical depth, and we invest in technicians who want to grow their craft rather than just close tickets. If you've worked in an MSP and know the difference a well-run service board makes, you'll feel at home here.
The Role
We're hiring a Managed Services Technician to deliver remote and on-site support across our client base. You'll own your daily schedule, resolve issues across the full Microsoft and virtualization stack, contribute to project work, and help us keep our documentation and processes sharp. The ideal candidate comes from an MSP background, is comfortable context-switching across multiple clients in a single day, and takes pride in clean ticketing, accurate time entry, and clear client communication.
This is a hands-on role with real ownership and a clear path to senior and engineering-level work for those who earn it.
What You'll Do
Service Delivery & Technical Support
- Work through a daily schedule in ConnectWise established through the dispatch process.
- Provide remote and on-site support for technical issues involving Microsoft's core business applications, as well as virtual environments built on Hyper-V, Citrix, Microsoft, and VMware.
- Support Microsoft-related technologies including Windows Server, Exchange, SQL, and SharePoint.
- Support and maintain Divergys' backup and disaster recovery solutions (on-prem and cloud).
- Deliver support at the network level: WAN and LAN connectivity, routers, firewalls, switches, and security.
- Implement and support remote access solutions: VPN, Terminal Services, and Citrix.
- Administer hosted and cloud solutions tailored to client requirements.
- Monitor RMM (remote monitoring and management) alerts and notifications and respond appropriately through service tickets.
Engineering & Project Work
- Engineer and implement system solutions that meet client needs.
- Work through project tickets and phases in ConnectWise as assigned by a Project Manager.
Documentation
- Maintain system documentation, configuration records, and reviews in ConnectWise.
- Document systems and processes within ITBoost.
- Document internal processes and procedures related to your duties and responsibilities.
Client Communication
- Properly set and manage client expectations.
- Keep clients informed of incident progress, impending changes, and agreed-upon outages.
- Escalate service requests requiring higher-level support in a timely, well-documented manner.
Operations & Accountability
- Participate in the on-call rotation.
- Maintain inventory in DIVMOs and Go-Bags.
- Enter time and expenses in ConnectWise as they occur, with a minimum of 8 billable hours each day.
- Attend the weekly Technical Services meeting fully prepared.
Professional Development
- Build your ConnectWise expertise by completing assigned training and blueprints on ConnectWise University.
- Stay current with emerging technologies through IT publications and online resources.
- Identify areas for improvement and make constructive suggestions for change.
What You Bring
Required
- 2+ years in an MSP / managed services environment (or equivalent multi-client IT support experience).
- Hands-on experience with Windows Server, Microsoft 365 / Exchange, and core Microsoft business applications.
- Working knowledge of virtualization platforms — Hyper-V, VMware, and/or Citrix.
- Solid networking fundamentals: routing, switching, firewalls, VPNs, and LAN/WAN troubleshooting.
- Experience with backup and disaster recovery concepts (on-prem and cloud).
- Familiarity with a PSA/RMM toolset and ticket-driven workflows.
- Strong time-management and self-direction — you can run your own day against a dispatched schedule.
- Clear, professional written and verbal communication with non-technical clients.
- Disciplined documentation and time-entry habits.
Preferred
- Direct ConnectWise Manage experience.
- Familiarity with ITBoost or a comparable IT documentation platform.
- Industry certifications such as CompTIA A+/Network+/Security+, Microsoft (MS-900, AZ-104, MD-102), or VMware VCP.
- Experience supporting SQL Server and SharePoint.
- A valid driver's license and reliable transportation for on-site visits.
Job Type: Full-time
Pay: $40,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Life insurance
- Paid time off
Ability to Commute:
- Humble, TX 77338 (Required)
Work Location: In person
