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Oregon: 503-208-7777
Managed IT Support Technician – Levels 1-4
Job Summary
The Managed IT Support Technician provides a range of first-level to fourth-level technical support services to our customers. The role requires a solid understanding and experience working at the user level as well as some experience troubleshooting server and networking issues. The position requires both remote and onsite responsibilities ( Fidelis HQ, Home Office and at customer sites).
FiMSP Technician Level Matrix
| Level | Job Qualifications | Skills | Expectations |
|---|---|---|---|
| 1 | 0-2 years of desktop support | Desktop hardware and OS: Windows 7-10, Office 365, Virus removal, Computer installations, Peripheral knowledge, Basic troubleshooting related to end user connecting and networking | Troubleshoot and resolve most desktop, peripheral and user related issues. Assist on projects. |
| 2 | 2+ years working in a technical support role | Skills from previous level as well as intermediate troubleshooting skills in: Servers, Email, VOIP, Firewalls, WAPs, Basic Switch Configuration, Physical Layer | Troubleshoot and resolve most server, desktop, user, and networking related issues. Assist on projects. |
| 3 | 3-5 years working in a technical support role | Skills from previous level as well as configuration and advanced troubleshooting skills in: Servers, Virtualization, Firewall, Scripting, Networking, Databases, Office 365 | Troubleshoot and resolve 90% of all server, desktops, user, and networking related issues. Project leadership. |
| 4 | 5+ years working for an MSP providing technical support and designing & implementing complex projects | Skills from the previous level as well as advanced specialties in areas of Servers, Networking, Virtualization, Back Up and Disaster Recovery, Project Implementation | Provide the highest level of support on all IT issues. Design and implement multisite server migrations and cloud services migration projects. |
General Accountabilities
- Complete tickets and tasks based on priority and commitments to the customer
- Monitor and communicate real-time statuses of customer requests via our support systems
- Troubleshoot and resolve desktop, peripheral, and user-related technical issues, escalating complex issues when needed
- Provide technical support for monitoring alerts and patching issues
- Troubleshoot and resolve customer technical issues relating to Microsoft's core business applications and operating systems on servers and workstations
- Troubleshoot and resolve customer technical issues pertaining to WAN and LAN connectivity, routers, firewalls, and security
- Provide technical support for backup and disaster recovery solutions.
- Provide project support on professional service projects as requested.
- Provide On-Call support on a rotational basis
- Maintain customer documentation
- Document all technical support interactions & log all time into the support systems
- Must have reliable personal transportation, auto insurance, and driver's license.
- MSP Technicians spend a considerable amount of time in the field, supporting customers.
- This position requires a willingness to be part of on-call rotation (coverage for 1 week about every 4-6 weeks) with other Technicians with 24/7 availability while On-Call.
- This position requires both remote support from our office as well as onsite (support at customer locations throughout the Puget Sound region).
- The physical office is located at 1920 S Puget Dr, Renton, WA 98055.
- Max home to Seattle or Portland market commute 40 miles one way.
- Compensation is based on experience.
- Any offer of employment is contingent upon the results of a pre-employment background check.
Traits of the Fidelis Employee
- A champion for integrity and honesty
- Utterly reliable, delivering on promises
- Adaptable and responsive to our changing environment
- Able to learn from mistakes and move forward
- Fully engaged with our values and goals
- Trusted by customers to keep our commitment to our partnership
Seattle area industry leaders in Managed IT Services, Structured Cabling, and Business Communications
Comprehensive Benefits packages, depending upon position
- Compensation
- Profit Sharing
- 401k Match
- Healthcare Plan
- Medical
- Dental
- Vision
- Life
- Cell phone
- Biweekly Allowance
- Auto
- Auto allowance & Fuel Card
- or company vehicle & Fuel card
- or pay per Mileage
- Personal Time Off
- Paid Holidays
- Flex Scheduling
- 36-hour workweek (four 9-hour days with flex day) after initial onboarding period--3 day weekends!
- "Remote 1st Work Force" "Home & Hub" hybrid work model after the initial onboarding period
Seattle area industry leaders in Managed IT Services, Structured Cabling, and Business Communications
Answers to questions candidates commonly ask
- What does my field time look like as far as range and amount of travel, and compensation for time spent travelling?
- Technicians are compensated for travel time and provide car allowance and a fuel card or are paid by mileage.
- We attempt to dispatch regionally based on the footprint of your home address.
- Technicians spend around 60% of their time on customer sites and 40% of their time at their remote home office supporting customers.
- New employees complete 3 weeks of hybrid classroom/instructor lead training as well as job shadowing.
- Around the 4th week, you will start taking some tickets within your capabilities and with the support of a senior technician. We try to get you ready to help customers as soon as possible, while providing you the tools and resources you need.
Fidelis Jobs Form
Seattle area industry leaders in Managed IT Services, Structured Cabling, and Business Communications