- A person who solves problems you can't.
- One who does precision guesswork based on unreliable data provided by those of questionable knowledge.
- Like a normal tech support but much cooler.
See also: wizard, magician
We're looking for a Level 1 Magician Technician to join our client's team - they're a leading Managed Services Provider from North America and one of the best in their field. They have a small, highly efficient team, and have a strong client retention rate because they work hard to partner up with their clients to ensure their business runs smoothly and their IT needs are taken care of.
You’ll spend most of your time dealing with incoming calls, emails, or alerts, and running triage on customer issues. If you have a curious and analytical mind, you'll surely have no problem in connecting the dots and solving puzzles - as you know, issues are never the same and solutions are not universal!
What you will be working on:
- Handling phone calls, emails, and automated alerts from the RMM tool
- Triage work on customer issues, ensuring the problem is clearly defined, classifying the severity, and determining the right course of action.
- Keeping customers updated on progress and responding to their questions
- Network infrastructure troubleshooting
- Installing, managing, repairing and supporting personal computers, servers, and peripherals
- Monitoring and maintaining network systems and troubleshooting issues that may arise
- Adhering to Level 1 processes and documentation requirements for every ticked worked on
You need:
- 1+ years of previous experience as a helpdesk technician
- Practical experience is enough, but if you have relevant certifications that’s a big plus.
- To know your way around backup software like Datto BCDR, Veeam Backup & Replication or Acronis Cyber Protect Cloud.
- Good understanding of remote management tools and ticketing systems
- Strong grasp of OS and TCP/IP stacks and troubleshooting
- Knowledge of network protocols, LANs, firewalls, and troubleshooting network errors
- Experience with Windows in the following areas:
- Windows OS in Workgroup and Domain environments
- Common applications such as O365 and Adobe
- Servers
- Active Directory and DNS services
- Network security and file/folder security
- Certificate Authority
- Print servers
- Virus and spam counter-attack
- Experience with common Microsoft 365 and Google workspace security
Sounds good? If you think this role is what you’re looking for, and you know that deep down you're really a wizard, then get in touch today.