Job Description
Job Description
Most businesses struggle with unreliable technology that holds them back.
At M&I, our mission is to help our clients be more successful through the effective use of technology. We plan, build, and support technology solutions that help people get more done, feel more confident, and stay in control of their businesses. We’re looking for a Support Consultant I to join our Managed Solutions team and provide responsive, thoughtful, and professional technical support to our clients.
We’re looking for...
You enjoy helping people, solving problems, & learning new technology.
You’re a strong communicator who can explain technical issues clearly and professionally. You take ownership of your work, ask good questions, document what you learn, and know when to involve others. You don’t need to know everything. We do expect you to be curious, resourceful, willing to learn, and committed to providing an extraordinary client experience. Experience working in an IT Managed Services Provider (MSP) environment is a plus but not required.
What You’ll Do
As a Support Consultant I, you’ll primarily work with service requests and technical issues across a variety of small and mid-sized client environments.
Your Responsibilities will Include:
- Provide first-level technical support through phone, email, chat, remote support tools, and onsite service when needed
- Troubleshoot Windows workstations and servers, Microsoft 365, applications, printers, peripherals, and common business technology
- Manage accounts, permissions, access, and basic Microsoft 365 and Active Directory administration
- Troubleshoot basic LAN, WAN, Wi-Fi, VPN, and connectivity issues
- Support common server, cloud, backup, security, and remote-access technologies
- Follow established troubleshooting processes while using critical thinking to identify solutions
- Communicate clearly with clients throughout the lifecycle of a service request
- Maintain accurate, timely, and useful documentation within our ticketing and documentation systems
- Record time and expenses accurately as work is performed
- Work from a daily schedule coordinated by the Service Coordination team
- Recognize when an issue requires escalation and effectively transition it to the appropriate consultant
- Contribute to internal documentation, knowledge base articles, and standard operating procedures
- Assist with system maintenance, software updates, patching, and other proactive technology work
- Identify recurring issues and opportunities to improve the client’s technology experience
- Collaborate with other consultants and teams to solve problems and deliver successful outcome.
What Success Looks Like
Successful Support Consultants at M&I:
- Communicate proactively and manage expectations
- Take ownership of issues through resolution or appropriate escalation
- Provide an extraordinary client experience
- Approach problems with curiosity and strong troubleshooting habits
- Document their work clearly so others can understand and build upon it
- Manage their time and priorities effectively
- Ask for help when needed and learn from the experience
- Remain professional and composed when situations become challenging
- Support their teammates and contribute to a positive team environment
- Continuously develop their technical and professional skills
Qualifications
We’re looking for a combination of technical aptitude, communication skills, and a strong desire to grow.
Preferred experience includes:
- 1-2+ years of professional IT support experience
- Experience supporting Microsoft Windows environments
- Familiarity with Microsoft 365 and Active Directory
- Basic understanding of networking concepts including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, and VPN
- Experience troubleshooting common workstation, application, and peripheral issues
- Experience with remote monitoring, management, or helpdesk/ticketing platforms
- Previous experience working for or alongside an MSP is a plus
An Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field is helpful but not required when equivalent professional experience is demonstrated. Industry certifications or progress toward certifications are also valued.
Skills That Matter
- Clear and professional written and verbal communication
- Strong client service skills
- Critical thinking and troubleshooting
- Curiosity and willingness to learn
- Organization and time management
- Attention to detail
- Ability to manage multiple priorities
- Ability to work independently while knowing when to ask for help
- Ability to remain calm and professional during challenging situations
- Commitment to teamwork, accountability, and continuous improvement
\nCompany Description
Too many businesses struggle with unreliable technology that holds them back. At M&I, we believe technology should help people succeed - not stand in the way.
That’s why we focus on developing a team with strong, people-first values rather than a technology-first mindset. We obsess over providing friendly, respectful support and clear, timely communication. We value true solutions over quick fixes, humble confidence over oversized egos, continuous learning, and genuine appreciation for our team members, clients, and partners. Technology support doesn’t have to be frustrating or confusing. With the right partner, it becomes a competitive advantage.
We offer competitive salaries, excellent benefits, ongoing professional development, and the opportunity to make a meaningful impact while helping exceptional organizations succeed.
Company Description
Too many businesses struggle with unreliable technology that holds them back. At M&I, we believe technology should help people succeed - not stand in the way.\r\n\r\nThat’s why we focus on developing a team with strong, people-first values rather than a technology-first mindset. We obsess over providing friendly, respectful support and clear, timely communication. We value true solutions over quick fixes, humble confidence over oversized egos, continuous learning, and genuine appreciation for our team members, clients, and partners. Technology support doesn’t have to be frustrating or confusing. With the right partner, it becomes a competitive advantage.\r\n\r\nWe offer competitive salaries, excellent benefits, ongoing professional development, and the opportunity to make a meaningful impact while helping exceptional organizations succeed.