Technical Support Specialist

Company Description

Beyond Impact is a leading Managed Service Provider (MSP) delivering top-tier IT solutions, security, and support to businesses. As a Microsoft Partner and a provider of Secure365 solutions, we specialize in managed infrastructure, endpoint security, and user protection.

Job Description

We are looking for a Technical Support Specialist to join our growing team. This role will provide frontline support for our customers, ensuring their Windows environments, Microsoft 365 services, and security tools (Kaseya User and Endpoint products) are running optimally.

Key Responsibilities:

• Provide Level 1 & 2 technical support for Windows Desktop and Windows Server environments, troubleshooting hardware, software, and network-related issues.
• Manage and support Microsoft 365 services, including email (Exchange), Teams, SharePoint, and OneDrive.
• Administer and troubleshoot Kaseya User and Endpoint products, including security monitoring, patching, and automation.
• Respond to and resolve customer tickets in a timely manner using our ticketing system (Autotask).
• Assist in deploying and configuring workstations, Windows servers, security solutions, and remote access tools.
• Monitor and maintain Windows Server environments, including basic administration, patching, and performance troubleshooting.
• Educate and assist end-users on best practices for security and technology use.
• Document resolutions and maintain accurate customer records in our knowledge base.

Qualifications

✅ Windows Desktop & Server Experience:

• Troubleshooting and configuring Windows 10/11.
• Supporting Windows Server (Level 1 & 2), including Active Directory, DNS, DHCP, and Group Policy.
  ✅ Microsoft 365 Administration:
• Familiarity with Exchange, Teams, OneDrive, SharePoint, and security/compliance settings.
  ✅ Kaseya User and Endpoint Management:
• Experience managing patching, remote access, and security tools within Kaseya.
  ✅ IT Troubleshooting & Support:
• Ability to diagnose and resolve software, hardware, and networking issues efficiently.
  ✅ Customer Service Mindset:
• Strong communication skills and ability to assist non-technical users.
  ✅ Documentation & Ticketing Systems:
• Experience using IT ticketing systems (Autotask preferred).

Preferred but not required:

• Experience with Intune, backup solutions, and security best practices.
• Knowledge of firewall, networking, or endpoint protection tools.
• IT certifications such as Any Microsoft Certifications, Kaseya Certifications, etc.

Additional Information

All your information will be kept confidential according to EEO guidelines.