ABOUT US

Careers Work with the Best

IT Support Department
MSP CORE K12 Team

L1 Onsite IT Support Technician
Full-time, Salary
North Chicago, IL

L1 IT Support Technician plays a crucial role on our K12 Education team in providing technical assistance to our customers. You will be responsible for diagnosing and resolving basic technical issues, offering excellent customer service, and escalating complex problems to higher-level support teams when necessary. The ideal candidate will have a strong passion for technology, excellent communication skills, and a customer-oriented approach. A background check and drug test are required for this position.  

Responsibilities: 

  • Provide first-level technical support to end-users via phone, email, chat, or in-person, resolving hardware and software issues promptly and efficiently 
  • Manage walk-up support desks for onsite end-user issue resolution 
  • Chromebook repair and maintenance 
  • Deliver outstanding customer service by ensuring clients’ inquiries are handled professionally, courteously, and promptly 
  • Maintain accurate records of support requests, solutions, and troubleshooting steps in ticketing system (Zendesk) for reference and reporting 
  • Maintain customer and vendor contact records and company information as it pertains to support requests 
  • Organize, act on, and/or escalate monitoring requests or items from system audits 
  • Provide basic training to end-users on software applications and hardware devices to enhance their productivity and efficiency 
  • Utilize remote desktop tools to assist users with issues that can be resolved remotely 
  • Escalate complex technical issues to the L2 or L3 support team, following established protocols and ensuring timely problem resolution 
  • Assist in maintaining inventory records of IT equipment and supplies 
  • Promote and enforce security best practices among end-users to safeguard company data and systems 

Requirements 

  • 1+ years in a technology related role, preferably in the MSP space 
  • CompTIA A+ are either required at start or expected to be earned within the first 6 months of employment 
  • High school diploma or equivalent; relevant technical certifications or an associate’s degree in IT or a related field is a plus 
  • Strong passion for technology and a desire to pursue a career in IT support 
  • Excellent problem-solving skills and attention to detail 
  • Effective communication skills, both written and verbal 
  • Customer-focused mindset with a dedication to providing exceptional service 
  • Ability to work independently and as part of a team 
  • Basic knowledge of computer hardware, operating systems, and software applications (Google Workspace, M365, Cybersecurity, etc.) 
  • Experience with Zendesk and Vizor are a plus 
Submit Resume

IT Support Department
MSP CORE Team

The L2 IT Services Project Engineer is responsible for overseeing the implementation of IT projects for our clients, ensuring successful delivery from planning through execution. This role requires both technical expertise and project management skills to deliver solutions that meet client needs and expectations. The Project Engineer will act as a liaison between clients and internal teams, providing technical guidance, resolving escalated issues, and ensuring projects are completed on time and within budget. 

Key Responsibilities: 

Project Management: 

    • Plan, design, and implement IT infrastructure and services projects. 
    • Work with clients to define project scope, objectives, and deliverables. 
    • Develop project timelines, milestones, and deliverables. 
    • Ensure project documentation is completed, including technical designs, plans, and reports. 
    • Provide project updates to clients and internal stakeholders. 

Technical Support and Engineering: 

    • Provide Level 2 technical support for escalated issues that cannot be resolved by L1 technicians. 
    • Implement and configure network, server, storage, and security solutions based on client needs. 
    • Assist in the design and delivery of IT infrastructure, including cloud solutions, virtualization, and hardware installations. 
    • Troubleshoot and resolve complex IT issues related to networks, servers, cloud platforms, and software. 
    • Perform systems upgrades, migrations, and maintenance tasks as needed. 

Client Relations: 

    • Serve as the main technical point of contact during project delivery. 
    • Work closely with clients to understand their IT environment and recommend solutions. 
    • Conduct client site visits for project assessments, installations, or troubleshooting. 
    • Provide training and guidance to clients on new solutions and systems. 

Collaboration & Communication: 

    • Collaborate with the internal helpdesk and other teams to escalate and resolve issues effectively. 
    • Communicate project progress and technical issues to non-technical stakeholders. 
    • Work closely with vendors and third-party providers to ensure that solutions are properly integrated. 

Documentation & Reporting: 

    • Maintain accurate project documentation and ensure that it is up-to-date in internal systems. 
    • Create detailed reports on project performance, including milestones and deliverables achieved. 
    • Ensure all technical and project documentation is transferred to the client post-implementation. 

Required Skills and Experience: 

  • Proven experience in IT infrastructure project management or as a project engineer. 
  • Strong working knowledge of IT environments, including servers, networks, cloud solutions (Azure, AWS, etc.), and virtualization (VMware, Hyper-V), mail migrations, identity, sso, etc. 
  • Familiarity with a variety of IT tools and platforms, such as PSAs, RMMs, etc. 
  • Excellent problem-solving skills with the ability to troubleshoot complex issues. 
  • Experience managing client relationships and delivering outstanding customer service. 
  • Knowledge of security principles and compliance standards such as CMMC, HIPAA, and ISO 27001. 
  • Strong communication skills and the ability to explain technical concepts to non-technical clients. 

Preferred Qualifications: 

  • Certifications such as CompTIA Network+, CompTIA Security+, Microsoft Certified: Azure Administrator, or similar. 
  • Experience working with MSPs or in a managed services environment. 
  • Previous experience leading IT projects from planning through execution. 

Additional Information: 

  • This position may require travel to client sites. 
  • Flexibility in working hours may be needed based on project requirements. 
  • Must be able to handle high-pressure situations and tight deadlines. 

 

Submit Resume