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
Seattle area industry leaders in Managed IT Services, Structured Cabling, and Business Communications
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
- 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.
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.