IT Engineer Tier 1 – Tech Support and Service Coordinator

Dear Technology Lover!
We’re a small (but VERY efficient) 19-year-old MSP based in Arizona.
As a small company. we’re VERY employee-focused and believe that our team members are our MOST IMPORTANT ASSETT!

Here are some of the things you can expect from working with us:
• Ongoing (monthly) manager review and feedback- you should never guess where you are “standing” and what you, AND THE COMPANY, can do better!
• Paid certifications- we will pay for your courses, tests and allocate time during business hours to help you achieve your desired goals
• Paid Time Off- it’s important to us that you are happy, healthy and have a work-life balance!
• Bonuses- when the company wins- you win!
• Raises- As we grow, we believe you should as well. We have to stay competitive as an employer to retain our awesome employees!
• Opportunities to grow- In our industry, we can’t be on “cruise control”… We need to push our team members to stay ahead of the technology curve. Help you continually to sharpen your skills with a focus on your career aspirations.
• Paid sick days- We understand life happens. We don’t want you to feel that you have to drag yourself to work sick, if your body tells you to relax…

You’re the right fit if you:
• LOVE learning, working with, and experimenting with new technology
• Get excited when you save someone’s day and provide great service
• Are a hard-working fun person, and see yourself being in the IT industry for the foreseeable future
• Want to work in a GROWING environment, with STABLE income, Bonuses and great attitude!
• Want the opportunity to advance and (l)earn more !

The Remote technician\ Dispatch Coordinator is responsible for evaluating and classifying incidents for priority, risk and scope, in addition to performing some level 1 support requests from clients. This position requires someone who is a competent multitasker, organized, technologically savvy, patient with clients, and interested to learn!
RESPONSIBILITIES:
• Evaluate and classify incidents for priority, risk, and scope. Assign to the appropriate resource team member or resolve on your own.
• Review tickets, checklists, and tasks that have been successfully completed.
• Receive/make calls and chat requests, conduct follow ups with clients
• Ensure that any required documentation, processes, or procedures are updated in line with the company.
• Create and/or facilitate creation of knowledge base articles through IT Glue, which outline solutions to streamline support.
• Understanding and prior experience preferred with ticketing solutions systems such as: ConnectWise, ServiceNow, Remedy, Datto Autotask
• Ability to work in a team environment and communicate effectively with your peer group
• Provide level 1 technical/troubleshooting support to clients
• Meets SLA response times.
• Completes tasks and escalates as needed in a given timeframe.
• Maintains proactiveness through tickets, chats, and other tasks.
IMPORTANT:
This position requires AT LEAST 1 year of MSP experience, 100% clean background check, highly organized, technologically savvy and can work diligently with little supervision.
Several hiring steps will take place to verify the above requirements, including reference checking, employment verification, technical testing, and more.
MORE DETAILS:
• A PRE-EMPLOYMENT BACKGROUND CHECK is performed (on our expense). You must have 100% clean background check. Please do not apply if you don’t have 100% clean background check.
• Personality is KEY for us. We are looking for an easy-going, yet professional, friendly and HONEST person.
• You will be working from home. This means you must have a quiet work environment and no excessive background noise.
• FAST AND RELIABLE INTERNET SERVICE IS REQUIRED- minimum 20mbps download and 5mbps upload.
• You are responsible for providing a computer with at least 8GB of RAM, 2 monitors, CPU not older than 3 years, and that computer must be joined to our own AAD, and installed with our security software and productivity software on it. We will compensate you for the “rental” of this computer from you as well. More information will be discussed during the second interview.
• For the length of our work relationship, this computer will be a restricted work-computer that should be dedicated for your work with us, and you agree to accept those security measures. This is one of the reasons we offer higher-than-normal pay for this position and a sign-up bonus.
• We evaluate/ review employees monthly and provide consistent feedback.
• We offer raises and bonuses according to performance, certifications, attitude, and customers reviews twice/ year.
• Your manager (our IT director) will create a roadmap for your “KPI’s” and certifications track. We always push our team to earn certifications and additional knowledge – even allowing “disconnect study time” during business hours!
• On-call rotation (after-hours) for a week at a time, once every 4-5 weeks. It’s VERY rare that we get calls after-hours (average is only twice/ year!).
• We’re closed on major US holidays, and at the completion of the first 3 months of employment, you’ll qualify for paid holidays.
• Work hours are Mon-Fri at 8 am till 5:30 pm (UTC-07:00 , MST, Arizona time zone)
• Every 4 to 5 weeks, you’ll be working 1/2 day on a Saturday (project work/ catch up work) and get 1/2 day off the week after
• Mandatory 1 hour lunch and additional breaks (as you need those) throughout the day.
• Further details and information will be discussed with qualified candidates.

EXPERIENCE REQUIRED:
• REQUIRED: Relevant minimum 1 YEAR experience working for an MSP
• REQUIRED: Microsoft Azure AD/ M365 experience
• REQUIRED: Experience working with an RMM and PSA software (DATTO preferred)
• Preferred: Cyber Security education / experience
• Preferred: Hyper-V experience

Other tools we use:
Barracuda DNS filter, AutoElevate, Cylance, Infocyte, Syxsense, IT Glue, SonicWall, Unifi, and more

HOW TO APPLY?
• Send an Email to customerservice+Click to view with the subject line: PH L1 Application 2024
• MUST INCLUDE THE FOLLOWING in the Email (PLEASE – only include what’s requested…)
• Attach your resume in a PDF format
• Include the name of the MSP(s) you worked at for at least 1 year, which also shows on your resume.
• Include the name of the PSA software you have experience with, including how long you used it for
• Include the name of the RMM software you have experience with, including how long you used it for
• A confirmation that you have a 100% clean background with no criminal history.
• A confirmation that you understand the business hours, the Saturday rotation and the “standby” schedule listed on this job post.
• No other information should be included on this initial Email.

NOTE- Please do NOT apply in any other method besides the above. Any applicants that will reach out to us via phone, social media or any other method other than the below instructions will automatically be disqualified!
Those who follow the above instructions, will be contacted within up to 3 business days, with further instructions.
What’s the hiring process:
We conduct three interviews: Technical interview, Personality interview, and the last interview will be conducted with one or more of our engineers, so YOU can ask the needed questions from another employee, to make sure this position is one that YOU are interested in.

We’re looking forward to having you join our family!