IT Support Desk Technician (Managed Services / M365 / 90% Remote)

AdvaTech Solutions is a rapidly growing Managed IT Services Provider with an opening for a Support Desk Technicians in DFW. Our fast growth is directly related to our positive culture and focus on teamwork. A successful candidate must have excellent customer service skills via phone and email as well as Microsoft 365, server, network, and desktop experience. AdvaTech Solutions places significant emphasis on strong work ethics, dedication, integrity, and team unity. Previous MSP experience is a plus!

We require advanced troubleshooting ability and experience in a fast-paced environment. The candidate must be able to communicate effectively in English, be organized and detail-oriented, and possess the ability to efficiently solve technical issues ranging from desktops, to servers, and networks.

Position Responsibilities:

· Serve as first point of contact and front-end support answering inbound helpdesk requests via support calls, emails, and/or chats, ensuring quick and effective solutions while maintaining detailed documentation of each ticket, including time worked entries.

· Meeting SLA’s is critical, and you are required to answer the phone and respond to tickets in an expedient manner as well as communicate with co-workers to ensure clients' expectations are met and exceeded.

· Extensive support with Windows 10 and 11 desktops/laptops, mobile devices, and some Apple Mac OS.

· Extensive user support with Microsoft 365 Outlook, Word, Excel, OneDrive, and SharePoint.

· Extensive support with printers, scanners, and other peripheral devices.

· Basic support of firewalls, routers, switches, and wireless access points.

· Create and de-active user accounts in accordance with security policies via Entra ID (AzureAD) or Active Directory for onsite domains.

· Perform file restores for end users.

· Monitor and Act on alerts and notifications.

· Work with technology vendors to solve ticket issues as needed.

· Update network and system documentation.

· Participate in on-call rotation for after-hours support.

· Continue to update skills and certifications

Position Requirements:

To be successful in this position, technician must be able to perform each responsibility to an acceptable level. Possess a broad range of technical expertise, including but not limited to:

• 2-5 years’ proven experience as a helpdesk technician or similar technology related role required

· 2 years’ experience working for an MSP in a multi-client support role

· Microsoft 365 support experience is required

· Basic Microsoft 365 Entra ID (Azure AD), SharePoint, OneDrive, and Teams experience

· Desktop and Laptop hardware & software support

· Experience with Windows 11 required.

· Basic Windows Server 2016-2022 administration

· Experience administering backup solutions (backup, restore, migrate user data)

· Basic Networking including switches, firewalls, routers, UPS, and wireless access points

· Basic trouble shooting of Antivirus, MDR software, and SPAM gateway settings

· RMM, Ticketing, Documentation experience is required.

• Attention to detail: punctuality, scheduling, & ticket documentation

· Ability to work independently as well as with a team to complete projects and tasks

· Excellent time management skills

· Strong problem-solving skills with the ability to work under pressure to meet SLA’s.

· Desire to make sure clients experience a “white glove” level of service

· Excellent communication skills and the ability to provide step-by-step technical help both written and over the phone.

· Willing to participate in on-call rotation

· Flexibility to visit local DFW client sites if needed.

The ideal candidate will also possess the following characteristics:

· Preferably have worked for a Managed IT services provider providing solutions and support to multiple clients

· Microsoft certifications is a plus

· Other certifications (CompTIA, etc.)

· Healthcare, Insurance, and Commercial Real Estate IT experience is a plus

· Ability to multi-task and possess strong organizational skills

· Strong troubleshooting skills and techniques to solve complex issues

· Strong customer interaction and follow-up skills

· Assertive, customer-oriented, and goal-driven attitude

· Ability to use good judgment to effectively prioritize work

· Ability to pass a standard panel drug screening and background check

· Maintain a valid driver’s license

· Invest in personal technical certifications (this is important. We want you to grow and will provide time and resources to do so)

Benefits:

· Remote Work Position (with occasional local client site visits)

· Advancement Opportunities

· Health and vision insurance

· Performance based bonus

· 401(k) retirement plan

· 15 PTO days per year

· 7 days off for Holidays per year

· Certification Reimbursement

Schedule:

· 8-hour work day

· Monday to Friday

· Occasional Afterhours as needed

· On Call Rotation

Job Type: Full-time

Pay: $20.66 - $22.60 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• On call

Application Question(s):

• Do you live within 20 minutes of the Dallas / Fort Worth Metro Area?

Work Location: Hybrid remote in Plano, TX 75074