Managed Services (MSP) Support Technician III - Remote | WFH

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Overview

The Managed Services (MSP) Support Technician III - Remote | WFH at Get It Recruit - Hospitality is responsible for providing advanced technical support to clients within the hospitality sector. This role entails a combination of troubleshooting, problem resolution, and the implementation of managed IT services. The technician will engage with clients via various communication channels, ensuring the seamless operation of their systems while adhering to best practices and industry standards. The ideal candidate will demonstrate strong technical proficiency, excellent customer service skills, and the ability to work independently in a remote environment.

Job Responsibilities

• Provide tier 3 technical support and troubleshooting for managed services clients.
• Monitor and manage IT systems and applications to ensure optimal performance.
• Resolve complex technical issues escalated from lower-tier support teams.
• Implement solutions and improvements based on best practices and industry standards.
• Document support interactions and technical processes in detail for future reference.
• Collaboration with cross-functional teams to enhance service delivery.
• Proactively identify potential issues and provide recommendations to prevent outages.
• Stay updated with emerging technologies relevant to the hospitality sector and managed services.

Qualifications

• Minimum of 5 years of experience in an IT support role, preferably within a managed services provider environment.
• Advanced knowledge of operating systems, networking protocols, and cloud services.
• Proficient in remote desktop support tools and ticketing systems.
• Bachelor's degree in Computer Science, Information Technology, or related field is preferred.
• Strong problem-solving skills and the ability to work under pressure.
• Excellent verbal and written communication skills.
• Certifications such as CompTIA A+, Network+, or equivalent are a plus.

Technologies & Tools

The Managed Services (MSP) Support Technician III utilizes a variety of technologies and tools to facilitate effective support and service delivery. Key technologies include remote desktop and support applications, ticketing systems such as ServiceNow or Zendesk, network monitoring tools, and system management platforms. Familiarity with cloud technologies and virtualization software such as Microsoft Azure and VMware is also essential for maintaining client infrastructure.

Ideal Candidates

The ideal candidate for the Managed Services (MSP) Support Technician III role is someone who possesses a strong technical background paired with a customer-centric approach. They should display exceptional analytical skills, enabling them to tackle difficult problems efficiently while maintaining a calm demeanor under pressure. A commitment to continuous improvement and a proactive attitude demonstrate the candidate's desire to provide top-tier support. Strong interpersonal skills and the ability to collaborate effectively in a remote setting are critical for success in this position.