Position- Managed Service Provider Technician Level I

Full-time Monday through Friday 8 am to 5 pm. 

As an MNS Tech 1, you will be responsible for providing first-level support and assistance to clients utilizing our Managed Network Services. You will work collaboratively with a team of technicians and engineers to ensure the smooth operation of our client’s network infrastructure, troubleshoot issues, and resolve technical problems.

In this role you will:

• Provide first-level technical support for clients’ network infrastructure, including routers, switches, firewalls, and other network devices.
• Respond to service requests, incidents, and outages promptly, following established procedures and best practices.
• Diagnose and resolve network-related issues, both remotely and on-site, ensuring minimal disruption to the client’s operations.
• Maintain accurate and up-to-date documentation of network configurations, changes, and client interactions.
• Monitor network performance and security alerts, proactively identifying and addressing potential issues.
• Communicate effectively with clients to gather information, provide updates, and ensure a clear understanding of technical issues and solutions.
• Escalate complex technical issues to higher-level technicians or engineers as necessary and collaborate with them to achieve resolution.
• Provide basic training and guidance to clients on network-related tasks and best practices.
• Ensure that network configurations and activities comply with industry standards and security policies.

For your hard work, you will be rewarded with:

• Competitive salary (41,000-47,000)
• Health, dental, and vision insurance
• 401(k) plan
• Medical, dental, and vision insurance available for you and your dependents, plus we’ll pay a portion of the premium and contribute to a Health Savings Account (HSA) to help cover deductibles.
• Progressive time off policy including sick time. Earn more time off the longer you’re with us.
• IRA Retirement plan with company match.
• Professional development opportunities
• Friendly and collaborative work culture

To be successful in this role, you will need:

• High school diploma or equivalent (Associate’s or Bachelor’s degree in a related field is a plus).
• Basic understanding of networking concepts and protocols.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.
• Willingness to learn and adapt to new technologies and tools.
• Industry certifications such as CompTIA Network+ or Cisco CCNA (preferred but not required).

Position- Managed Service Provider Technician Level II

Full-time Monday through Friday 8 am to 5 pm. 

In this role you will: 

• Be motivated and engaged. Provide 2nd level IT support to customers and assist in resolving complex technical issues. This involves in-depth troubleshooting, problem diagnosis, providing solutions, and collaborating with 1st level support team when necessary.  
• Guide customers on preventing future issues. Resolve customer concerns by discussing best practices, cybersecurity awareness, system optimization, self-help resources, and proactive communication. 
• Manage network incidents and changes. Respond to incidents, diagnose and resolve network issues, and participate in change management processes to ensure network stability and compliance. 
• Perform network troubleshooting and security tasks. Address incident troubleshooting, device configuration, and maintenance, while also implementing robust security measures encompassing firewall configurations, intrusion detection systems, and endpoint security for comprehensive network management. 
• Maintain and update documentation for IT systems. Ensure the documentation is accurate and current, essential for efficient system management and troubleshooting. 
• Remain informed on IT trends and technologies. Actively seek new information through research, training, and engaging with your superiors.  

We will give you the tools you need to be successful: 

• Direct access to local leadership for any questions. 
• Support from a team that prioritizes having fun, spending quality time together, and finding opportunities to give back to the community. 
• Company-provided technology including laptop and phone (with unlimited data and hotspot). 

For your hard work you will be rewarded with: 

• Competitive salary ($50,000-$60,000) 
• Flexible work environment, a blend of remote and on-site work. 

• Opportunity to work with a team of experienced professionals and learn from their expertise, receive mentorship, and flourish in an innovative work environment. 
• IRA Retirement plan with company match.  
• Medical, dental, and vision insurance available for you and your dependents, plus we’ll pay a portion of the premium and contribute to a Health Savings Account (HSA) to help cover deductibles. 
• Progressive time off policy including sick time. Earn more time off the longer you’re with us. 

To be successful in this role you will need: 

• 2+ years of valuable experience in a managed service provider environment. 
• A great understanding of IT infrastructure, including servers, networks, and security. 
• A strong sense of follow-through, you will troubleshoot and resolve complex technical issues from start to finish, ensuring that resolutions are implemented and communicating the progress and outcome to customers.  
• Strong communication and customer service skills in which you will effectively convey technical concepts, gather customer requirements, provide updates, and collaborate with colleagues for seamless coordination and issue resolution. 
• A valid New York State driver’s license with a clean driving record  
• Reliable transportation 

Position- Managed Service Provider Senior Engineer

Full-time Monday through Friday 8 am to 5 pm. 

As a Managed Service Provider Senior Engineer, you’ll be at the forefront of providing exceptional technical support and innovative solutions to our valued clients. Your expertise will be instrumental in ensuring smooth operations and optimal performance across various IT infrastructures.

In this role you will:

• Delve deep into technical intricacies, offering 3rd level support to clients and swiftly resolving complex issues with finesse.
• Collaborate seamlessly with our 2nd level support team, leveraging collective wisdom to tackle challenges efficiently.
• Empower clients with proactive guidance, equipping them to navigate and prevent future technical hiccups.
• Unleash your creativity in designing, implementing, and managing cutting-edge IT solutions that propel our clients towards success.
• Stay ahead of the curve by keeping abreast of the latest IT trends and technologies, ensuring our services remain at the forefront of innovation.

To be successful in this role, you will need:

• 5+ years of experience in the dynamic realm of managed service providers to drive impactful results.
• High school diploma or equivalent; associate or bachelor’s degree in a related field is preferred.
• Relevant certifications, such COMPTIA Network+, are advantageous.
• Experience in network troubleshooting and configuration, preferably in a professional environment.
  Strong knowledge of networking protocols (TCP/IP, DNS, DHCP) and network topologies, VLANs and VPNs.
• Familiarity with network monitoring tools and technologies (e.g., SNMP, Wireshark).
  Proficiency in network device configuration and management (routers, switches, firewalls).
• Understanding of network security principles and best practices.
• Excellent problem-solving and analytical skills.
• Effective communication and interpersonal skills for collaboration and customer support.
• Ability to work independently and prioritize tasks in a fast-paced environment.

For your hard work you will be rewarded with:

• Competitive salary ($85,000 – $100,000)
• Remote/in-person work environment
• Health, dental, and vision insurance
• 401(k) plan
• Professional development opportunities
• Friendly and collaborative work culture

Summary of Service Technician Responsibilities and Qualifications includes:

Position: Service Technician – Industry Experience Preferred.

Full-time Monday through Friday 8am to 5pm.

Essential duties and responsibilities include but are not limited to the following:

• Maintain a valid driving license and good driving record
• Performs a full range of service, troubleshooting and repair procedures. To include: Inspection, cleaning, lubricating, diagnostics, installation of equipment/accessories/parts/components, installing retrofits and modifications, repairs and/or replaces defective or worn parts as necessary to address reported or expected problems.
• Performs Basic Connected installations, sets up IP addresses, downloads printer drivers and provides customer training on printing standalone and network devices.
• Demonstrates required digital competencies associated with assigned products and level assignment.
• Completes technical training on new equipment as assigned.
• Dismantles devices to gain access to and remove defective parts
• Adjusts functional parts of devices and control instruments
• Operates machines to test their performance
• Initiates orders for parts required for repair of equipment
  Inventory
• Management: Manage car stock inventory – organization and accuracy
• Accurately report daily activity and service call information. All reporting will be conducted in Real Time.
• Effectively executes all required territory management and call handling procedures.
• Works closely with sales partners to maximize equipment leads and upgrade opportunities.
• Maintains and manages own parts inventory with a high degree of accuracy.
• Adheres to territory back-up plans.
• Completes all required administrative tasks in an accurate and timely manner.
• Complies with all company policies.
• Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
• Exhibits professional appearance and demeanor at all times.
• Maintains productive, professional relationship with all company personnel.
• Maintains a positive demeanor and is a contributing team member.
• Performs other duties as assigned.
• Regular, reliable and predictable attendance is required.

Behavior requirement: 100% of the time-civility, cooperation, and professional behavior.

Qualifications:

• A valid driver’s license and good driving record is a must
• Excellent customer service skills
• Strong analytical and trouble-shooting skills
• Must be a self starter
• Must be capable of working independently
• Ability to handle high stressful situations and thrive under pressure
• Impeccable Integrity and honesty