*CANDIDATES WITH MSP EXPERIENCE REQUIRED*
Are you the kind of person that wants to "Be the Answer" for customers? Do you enjoy solving problems and "Building Trusted Relationships"? Are you "Passionate about Technology" and want to "Deliver Exceptional results"? Most of all, do you like to "Have Fun" while being a valued part of a high functioning team?
If so, we want to talk!
Our belief is that if we take care of the team, the team takes care of the clients, and the clients take care of Attentus. If it's not Win/Win/Win, it isn't worth doing.
Success in this role relies on exceptional communication skills, the ability to navigate unfamiliar scenarios, and a strong sense of ownership.
Primary Responsibilities Include:
- Resolution of complex technical issues, or accurate diagnosis and escalation when required, serving as the highest internal escalation point.
- Provide Tier 3 technical assistance for advanced and recurring issues not resolved by Tier 1 or Tier 2 technicians.
- Create, manage, update, and review service tickets within our ticketing system, ensuring accuracy, completeness, and proper documentation standards.
- Serve as an escalation resource for Tier 1 and Tier 2 technicians, including guidance, troubleshooting assistance, and knowledge sharing.
- Document advanced system configurations, root cause analyses, and permanent resolutions.
- Creation, maintenance, and continuous improvement of client documentation, standards, and internal knowledge base articles.
- Troubleshoot, diagnose, and resolve complex issues involving servers, networks, virtualization platforms, cloud services, and other infrastructure components.
- Lead root cause analysis efforts for recurring or high-impact incidents and recommend long-term corrective actions.
- Maintain overall customer satisfaction above 90% through timely resolution, professional communication, and proactive issue prevention.
- Maintain and obtain advanced technical certifications as defined by management and role requirements.
- Lead and participate in IT projects, including server deployments, migrations, software implementations, and integrations required by clients or third-party vendors.
- Troubleshoot and resolve advanced problems with computer systems, servers, local file servers, networking equipment, email systems, and peripheral devices.
- Provide remote technical support to clients as required, ensuring clear communication, professionalism, and a positive support experience.
- Perform advanced network and server troubleshooting, including performance optimization, security considerations, and fault isolation.
- Identify opportunities for process improvement, automation, and standardization to improve service delivery and operational efficiency.
- Perform any other supplemental duties as assigned by management.
Required Skills & Knowledge:
- Prior Managed IT Services (MSP) experience.
- Theoretical and Practical Understanding of TCP/IP networking and related protocols.
- Working knowledge of Office 365, Active Directory, Windows OS (10, 11, Server 2016+).
- Exceptional communication, organization, and time management skills.
- Proficient written and spoken English.
- Hands-on experience with firewalls, routers, and VPN configurations.
Preferred Experience:
- Windows RDS
- Server hardware (Lenovo, HP, Dell, IBM)
- SAN Technologies
- Business Continuity & Disaster Recovery (Datto, ShadowProtect, Veeam)
- Enterprise antivirus and security solutions
Ideal Candidate Attributes:
- Minimum 5 years hands-on experience, including Tier 3 support
- Professional and polished when client facing.
- Ability to build strong relationships internally and externally.
- Confident in delivering exceptional results.
- Strong ability to align actions and with organizational vision and core values.
- Exceptional communication skills.
- Client-first and team-first mentality.
Experience:
- Technical support: 5 years (Required)
- Help desk/MSP: 5 years (Required)
- Windows Administration: 5 years (Preferred)
- Customer Service (Ex... Restaurant Wait Staff)
License/Certification:
- MD-102 Certification (Preferred)
- MS900 - Microsoft 365 Certified: Fundamentals (Preferred)
- CompTIA A+, Net+, Security+
Benefits:
- Health, Dental, and Vision Insurance
- PTO
- Retirement Plan
- Growth and Professional Development Opportunities
Training Completion:
- Starting salary $60,000 per year during training.
- Salary increase to $65,000 per year upon completion of training.
- Training Certificates: CompTIA A+, Net+, MS-900
Schedule:
- Training Schedule: 7am-4pm PST
- Post-Training Schedule: Full-Time, Monday-Friday (Day Shift, 6am-3pm PST)
- Remote
About Attentus Technologies:
Attentus Technologies is a values-driven managed services provider. We have been in business for over 20 years providing managed I.T. services to clients throughout the Pacific Northwest. We believe the key to great service is picking clients and team members who share our primary core value of Building Trusted Relationships. You can learn more about our values here:
https://www.attentus.tech/it-services-blog/295-do-core-values-matter-when-selecting-a-partner
Job Type: Full-time
Pay: $65,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Experience:
- Managed IT Services (MSP): 5 years (Required)
Work Location: Remote
