IT Support Technician Level I & Level II - Managed Services

Zynphony Technology

The Woodlands, TX, USA

Published: 6/14/2022

Technology

Full Time

Job Description

Job description

Salary: $16-$25, depending on experience

Company Overview: Zynphony Technology is a new and emerging Managed Services Provider (MSP), delivering innovative IT solutions to businesses, leveraging proven technologies to enhance efficiency, security, and customer experience. Learn more about us at www.zynphony.com. We're seeking passionate individuals who are excited about building relationships and supporting customers to join our dynamic team.

Position Summary:

The IT Support Technician is an experienced IT generalist serving as the frontline hero in our service provider environment. You'll deliver timely, accurate technical support with a strong emphasis on first-call resolution. We're looking for problem-solvers who are passionate about service and eager to integrate emerging technologies like AI-assisted diagnostics, chatbots, and automation into everyday support workflows. This role is ideal for those who thrive in a remote setting, collaborating virtually to fix issues and drive innovation.

Essential Duties and Responsibilities:

Provide exceptional support with a focus on first-call resolution you're a fixer, not just a ticket taker!
Participate in tiered technical support, escalating complex issues while exploring solution options while developing your skills.
Perform recurring monitoring and management tasks, using a sophisticated stack of applications to proactively identify and resolve potential problems.
Deliver technical support including configuration, troubleshooting, and security, with an eye toward threat detection and response.
Collaborate with the Technical Services team to monitor and respond to events.
Engage and manage vendor support escalations as needed.
Ensure timely and clear communication with clients and the team.
Contribute to special projects, such as piloting AI features in our support ecosystem or training on new technologies.
Perform additional duties as assigned, with occasional virtual "smart hands" support for remote engineers.
Most support is handled remotely but some onsite travel may be required in our coverage areas.

Job Qualifications and Requirements:

A) Knowledge/Skills/Abilities
The successful candidate will demonstrate the following:

Experience with Microsoft desktop OS support (Windows 10/11 & Microsoft 365) in business environments.
Solid knowledge of Windows system management tools, philosophies, and methods.
Familiarity with antivirus/malware, patch management, and emerging AI-based security technologies.
Understanding of TCP/IP networking standards (DNS, DHCP).
Experience with Microsoft Exchange 365 administration and troubleshooting.
Basic knowledge of network concepts and functional skills with various technologies, including AI-driven network optimization tools.
Basic understanding of Windows and network security best practices, with interest in AI for predictive security.
An analytical, process-oriented approach to troubleshooting, enhanced by enthusiasm for AI automation and machine learning applications in IT.
Ability to work effectively both independently and as part of a remote team.
Customer-service oriented and performance-driven, with a passion for using AI to elevate user experiences.
Highly effective interpersonal, organizational, verbal, and written communication skills.
Bonus: Hands-on experience or strong interest in AI tools (e.g., ChatGPT, Copilot, or custom AI agents tailored for IT tasks).
(Level I IT Support Technician candidates will be evaluated on a case-by-case basis. Aptitude and background may take the place of some direct IT experience requirements.)

B) Education and Experience

2+ years of experience in IT infrastructure support, preferably in a Managed Services Provider environment, is preferred but will be evaluated on a case-by-case basis.
Relevant certifications (one or more preferred): A+, Network+, Security+, Microsoft Certified (e.g., Azure Fundamentals), or AI-related certifications (e.g., Google AI Essentials or Microsoft AI-900) for bonus consideration.
(Level I IT Support Technician candidates will be evaluated on a case-by-case basis. Aptitude and background may take the place of some direct IT experience requirements.)

C) Special Requirements

Reliable high-speed internet and a dedicated home office setup for remote work.
Valid driver's license and reliable transportation with a good driving record. Position will require some travel to and from customer sites in our coverage areas (up to 30%).

D) Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this remote role:

Must be able to sit for extended periods while performing work on a computer.
Occasional light lifting (e.g., up to 10 pounds for home office equipment setup).
Ability to perform tasks requiring fine motor skills, such as typing and virtual equipment handling.

Company DescriptionIf you're an IT enthusiast who's excited about enhancing your skills while helping small businesses grow and develop their technical capabilities, this is your chance to grow with a forward-thinking MSP. We value innovation, work-life balance, and empowering our team to explore new technologies. Visit www.zynphony.com to see how we're shaping the future of IT services.

Company Description

If you're an IT enthusiast who's excited about enhancing your skills while helping small businesses grow and develop their technical capabilities, this is your chance to grow with a forward-thinking MSP. We value innovation, work-life balance, and empowering our team to explore new technologies. Visit www.zynphony.com to see how we're shaping the future of IT services.