- Type: Full-time Work Hours: Monday-Friday 7:00 am-4:00 pm Pacific
- About the Role We're a Managed Service Provider (MSP) supporting a range of client environments. We're looking for a seasoned Computer/Network Technician with 5+ years of experience in providing remote support for end-users and client systems, including deploying, monitoring and managing CyberSecurity Protection. This is a client-facing position that requires good, clear English communication and proven skills in troubleshooting and resolving issues quickly, and helps end users and clients with their systems and operational issues.
- Responsibilities : Provide Help Desk Support for end-users and deliver excellent client service.
- Provide remote support for desktops, laptops, servers, networks, Wi-Fi, printers, peripherals, standard business applications and the people that use these systems.
- Provide installations, upgrades, and migrations.
- Troubleshoot and resolve issues across system environments, networking, and common business applications.
- Assist with identifying root causes, implementing permanent fixes, and documenting resolutions clearly.
- Assist with assessing client environments, identifying system requirements, and providing recommendations to senior techs for resolving issues and improving performance and reliability.
- Deploy and use RMM/monitoring tools to proactively maintain and remediate systems (patching, alerts, automation, reporting).
- Deploy and use CyberSecurity tools and best practices for endpoint and user protection, MFA, backups, patching, hardening, and incident triage.
- Assist with maintenance, administration, and management of client systems and networks.
- Create/maintain systems and technical documentation (asset details, setup/configurations, network diagrams, procedures, knowledge base). Must-have Qualifications
- 5+ years supporting users and systems in an MSP or multi-client environment.
- Proficiency with networking fundamentals: TCP/IP, DNS, DHCP, VLANs, NAT, routing/switching, VPN, RDP, Wi-Fi troubleshooting.
- Proficiency with server fundamentals: AD, GPO, file/print, certificates, virtualisation.
- Proficiency with computers, laptops, tablets, printers/scanners/copiers.
- Proficiency with mobile phones and email setup.
- Proficiency with backups/restores and business continuity protection.
- Proficiency with Microsoft 365 administration and support (Exchange, Teams, SharePoint/OneDrive basics, identity/MFA, Modern Management).
- Proficiency in setting up and managing user accounts and emails.
Experience with Ticketing/PSA systems.
- Experience with RMM tools and monitoring systems.
- Experience with CyberSecurity tools and endpoint, user and data protection.
- Good written documentation habits: tickets, systems/technical documentation, asset details, network notes, KB articles, Standard Operating Procedures (SOP)
- Ability to communicate clearly with non-technical users and stakeholders. Nice-to-Have Experience
- Hands-on experience with Kaseya products and ecosystem, including: - - - - Autotask (Ticketing/PSA), IT Glue (documentation), Datto RMM (Monitoring/Maintenance), Kaseya CyberSecurity products (endpoint and user protection, email security, MDR/EDR, etc.) Some Industry Certifications
- : CompTIA Network+ / Security+
- , Microsoft role-based certs
- Vendor certs (firewall/Wi-Fi)
- ITIL Foundation
