Overview
Intechtel is a Coeur d’Alene based provider of all things INternet, TECHnology, and TELephone that is fanatical about demystifying the complexities of technology and providing amazing customer service with every interaction. The number one goal of everyone in our team is to make our Clients exceptionally happy by solving their tech issues. The Tier 2 MSP IT Technician plays an important role in making sure that happens.
The Tier 2 MSP IT Technician handles support requests that come in from our Clients, calls that come in from prospective clients, and support emails that need to be responded to and possibly made into trouble tickets. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly and the Client is informed of what to expect every step of the way.
MSP IT support techs are in a versatile role that can involve working on multiple types of projects, tickets, and issues for multiple clients in a single day that involve a large cross-section of IT/Telecom/Technology skills. This is not a suitable role for someone looking for a small area of focused effort or expertise such as desiring to be only a server or systems admin, network engineer, etc. In a given day you may deal with multiple issues across completely different technologies and platforms.
This is not an entry level position and is a non-remote position working in our Coeur d'Alene, Idaho office. Candidates will be expected to demonstrate an advanced level of knowledge/functionality on the skills outlined in resumes or interviews. for example, If you list VMWare administration as a skill, we would expect you to be able be able to deploy, configure, and operate a VMWare/ESXi system, If you list office/Azure Administration, you should be able to manage a tenant, users, and functionality within those admin centers with relative ease.
When help is needed the Tier 2 MSP IT Technician can get help from or escalate issues to other members in Tech Support Team.
A high level of customer service and communications ability is expected. Versatility and adaptability to new technologies, processes, multitasking, and changing pace are an absolute must.
RESPONSIBILITIES & TASKS
Customer service
*Providing a first point of contact for customers and prospects through our helpdesk, be that via phone, email or ticket and Scheduling support and site visit appointments for other technicians.
* Delight our Clients with a Friendly, Quick and Helpful Experience
* Provide the Client with troubleshooting and support
USE of our TICKETING SYSTEM
* Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
* Managing and recording all work though our Ticketing System
* Make sure that Client Documentation is well maintained
* Maintain detailed ticket notes and closeouts
* Split tickets that have several issues into their own individual ticket
* Make sure that tickets aren’t “stale” throughout the process
USE of our MONITORING & MANAGEMENT TOOLS
* Review RMM dashboard and apply remediation actions
* Review regularly scheduled/automated actions
* Review security notifications and logs and take action or escalate as needed
* Review RMM notifications for predictive events such as drive failures, hardware issues, and take appropriate remediation action.
USE of our PASSWORD MANAGEMENT & KNOWLEDGEBASE TOOL
PROJECT WORK
* From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise MSP IT Technician may be required to help with project support
Communication, Reporting & Risk
* Escalate tickets that require higher level support
* Monitoring support queue for incoming requests, triage all requests, open tickets, and provide first contact to the client
* Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
* Identify, Communicate and Mitigate potential risks to the Tech Support Team and Clients
Teamwork
* Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
* Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
* Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
* Identify opportunities for improvement and make constructive suggestions for change
* Contribute to the process of innovative change effectively
* Undertake other duties as required by Tier 2/3 techs, Field Services management, or other members of the Tech Support Team.
This role is equal parts technical depth and client service, and we need someone who excels at both.
What you’ll do day-to-day
- Serve as a resource for support needs across a diverse client base
- Manage and resolve issues across endpoints, Microsoft 365, networking, and servers
- Administer and support Microsoft Intune, Autopilot, and Entra ID environments including Conditional Access policies
- Monitor and respond to alerts through RMM, BCDR, Cybersecurity, Identity Platforms, and others
- Manage and support client phone systems (VoIP) and network infrastructure
- Participate in occasional scheduled after-hours maintenance windows and occasional evening project cutovers
- Perform on-site client visits using company vehicles when required
- Maintain accurate ticket documentation and knowledge base records
What we’re looking for
- Proven IT/MSP experience at a Tier 2 level or above. This is non-negotiable, nor entry level
- Working knowledge of the Microsoft 365 ecosystem: Entra, Intune, Autopilot, Azure, Exchange Online, SharePoint, etc
- Experience with an RMM platform (NinjaRMM, Datto RMM, Atera, or equivalent)
- Experience with a PSA/ticketing system (Halo PSA, Autotask, ConnectWise, or equivalent)
- Familiarity with cybersecurity platforms and security best practices in a managed services context
- Comfortable supporting and troubleshooting Windows Server environments, networking gear, and cloud-hosted infrastructure
- Understands how diverse systems, products, software and networks work together to aid in solving technical problems.
- Professional, courteous, and clear communicator with clients, both written and verbal
- Self-directed and adaptable, capable of context-switching across very different support needs throughout a given day
- Someone with a healthy dislike of printers that isn't afraid to show them who's boss when they don't cooperate
- Hunger to grow, learn, and take ownership of your work while working well with others
CAREER GROWTH
For someone looking to progress their role, the Tier 2 MSP IT Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, etc.
Extras
* Company provided desktop AND laptop and other tools
* Company provided cell phone
* All the coffee you can handle!
* Company service vehicle and fuel card (following probationary period)
* Company paid industry training and certifications
* Paid holidays, and PTO (following probationary period)
* Use of company tech lab and tools to develop and build skills
Job Types: Permanent, Full-time
Pay: $27.00 - $32.00 per hour
Benefits:
Experience:
- Help desk: 2 years (Required)
- Windows: 5 years (Preferred)
Work Location: In person
