*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:
- Accurately execute customer requests for moves, adds, and changes to systems and configurations.
- Follow documented processes with a high degree of accuracy, ensuring consistent and reliable results.
- Communicate with customers to clarify requests and determine true needs when instructions are vague.
- Provide timely support, ensuring customer satisfaction remains above 90%.
- Assist with onboarding new users into systems and provisioning devices/software.
- Install, configure, and test workstations, software, and peripheral equipment.
- Troubleshoot and resolve workstation, network, and server issues when escalations require Tier 2–level technical skills.
- Maintain accurate inventory of equipment, software, and licenses.
- Document, track, and monitor IT support requests in the ticketing system.
- Support IT projects related to user onboarding, system changes, and vendor-required updates.
- Escalate complex issues to Tier 3 as needed, while owning the customer communication.
- Obtain required certifications within 6 months.
Required Skills & Knowledge:
- Strong theoretical and practical understanding of TCP/IP networking and related protocols.
- Working knowledge of Office 365, Active Directory, and modern Windows operating systems (Windows 10/11, Server 2016+).
- Tier 2–level technical ability, including strong troubleshooting and problem-solving skills.
- Hands-on experience with firewalls, routers, and VPN configuration.
- Excellent written and spoken communication skills.
- Strong organization, time-management abilities, and attention to detail.
- Exceptional attention to detail and ability to follow documented procedures accurately.
- Demonstrated customer-service mindset with the ability to interact professionally and confidently with end users.
- Ability to leverage AI-based tools to improve efficiency, accuracy, and workflow quality.
Preferred Experience:
- 5+ years prior experience in a Managed IT Services (MSP) environment, including Tier 2 or higher support responsibilities.
- Customer service background (e.g., hospitality, retail, or similar client-facing roles).
- Experience working with Windows RDS environments.
- Familiarity with business continuity and disaster-recovery platforms such as Datto, ShadowProtect, or Veeam.
- Exposure to enterprise antivirus and security solutions.
- Hands-on experience supporting both Windows and macOS systems.
- macOS administration experience.
Ideal Candidate Attributes:
- Professional and polished when client facing.
- Experience handling vague customer requests by clarifying and aligning with customer needs.
- 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.
License/Certification:
- MS900 - Microsoft 365 Certified: Fundamentals (Preferred)
- CompTIA A+, Net+ (Preferred)
Benefits:
- Health, Dental, and Vision Insurance
- PTO
- Retirement Plan
- Growth and Professional Development Opportunities
Training Completion:
- Starting salary $50,000 per year during training.
- Salary increase to $55,000 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 (Swing Shift, 1pm-10pm 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: $55,000.00 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
