Company:
ONE2ONE Inc.
Location: Lancaster
Closing Date: 28/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
The role of a Service Specialist at an MSP is dynamic and requires a balance between in-depth technical skills, excellent client management, and the ability to mentor and lead others in the team.
The Service Specialist is accountable for the following ONE 2 ONE business functions:
Medium Priority Service Delivery
Medium Priority SLA / Metrics
Job Expectations
Emulate and promote the ONE 2 ONE culture by adhering to vision, mission, and core values.
Provide exemplary customer service to all existing and prospective customers
Provide a 5-star IT experience
Participate openly and directly in structured meeting cadences.
Own and complete weekly To Dos and Quarterly Rocks with a high level of accountability.
Proper use of the company PSA, RMM, documentation platform, and other programs as trained and directed.
Represent ONE 2 ONE in the community via events such as conventions, expos, chamber functions and as directed by management
Attend relevant webinars, seminars and training sessions as directed by management
Stay updated with the latest industry trends, new technologies, and security vulnerabilities that could impact clients. Continuous professional development and certifications (e.g., Microsoft, SW, ) are often encouraged or required
Manage and prioritize multiple client environments, ensuring service levels are maintained across different businesses.
Guide and mentor junior sys admins and support staff, providing technical leadership and expertise
Deliver services in accordance with all contracted Service Level Agreements
Regularly communicate with clients to update them on the status of their systems, answer queries, and provide strategic recommendations for improvements or upgrades
Clear and effective communication with both technical and non-technical stakeholders. Ability to explain complex technical concepts to clients and management in a simplified manner
Efficiently handle multiple tasks across different clients, while adhering to deadlines and service levels
Maintain detailed documentation of client environments, system configurations, and troubleshooting procedures.
Liaise with third-party vendors and service providers to resolve issues, negotiate contracts, or implement solutions
Use remote management tools to diagnose and fix issues in clients' environments, including server failures, networking problems, and application errors.
Handle issues across a wide range of operating systems (Windows, Linux, macOS), ensuring that end-users are supported regardless of their environment.
Manage user profiles, resolve file permissions, and file access issues
Aid clients with basic use of common applications and operating systems
Perform backup restoration and malware and virus remediation
Troubleshoot and resolve technical escalations.
Manage to resolution high priority issues defined by impact and urgency
Utilize the service ticket system to log all requests, activities, and labor, including documentation of special requests and customizations considered important for future support
Participate in an on-call rotation to provide support in accordance with contracted Service Level Agreements
Adhere to established escalation processes to achieve resolution
Assist in deploying projects as needed and directed by management. Examples: Phone Systems, Server Upgrades, New PC’s, Hardware upgrades, Networking
Travel as required (approximately 25-75% of time), to client sites to perform various IT-related tasks
Requirements
Motivated and solution-focused
Experience in Managed Services Provider (MSP) business model
Strong client service focus
Excellent written and verbal communication skills with ability to explain technical concepts to lay audiences. Some experience working with board-level stakeholders preferred.
Self-starter with the ability to appropriately prioritize and plan complex work in a rapidly changing environment
Results-oriented with ability to produce products that deliver organizational benefit
Strong critical thinker with problem-solving aptitude.
Strong Professional Services Automation (PSA), Remote Control, and Documentation skills
Strong Backup, Disaster Recovery, and Business Continuity skills
Strong Active Directory administration skills
Strong competency deploying and supporting the operating systems currently supported by Microsoft
Above average competency with the Microsoft Office suite of products
Strong understanding of TCP/IP, routing, switching, subnetting, etc.
Experience in user administration in MS Exchange
Experience with the development or troubleshooting of Group Policy Objects
Knowledge and experience troubleshooting SMB firewalls and basic networking equipment (routers, switches, wireless access points)
2-4 years related IT direct customer support experience (or similar IT experience)
2-4 years troubleshooting connectivity on desktop PCs, Macs, and Windows Servers via remote applications
CompTIA Network+, MCSA: Windows Server or M365 Certified
Benefits
Salary Range: $70K - $80K
Medical, Dental, & Vision with Employer Contribution
401K with Employer Match
Paid Time Off
Volunteer Time Off
Employee Assistance Program
The Service Specialist is accountable for the following ONE 2 ONE business functions:
Medium Priority Service Delivery
Medium Priority SLA / Metrics
Job Expectations
Emulate and promote the ONE 2 ONE culture by adhering to vision, mission, and core values.
Provide exemplary customer service to all existing and prospective customers
Provide a 5-star IT experience
Participate openly and directly in structured meeting cadences.
Own and complete weekly To Dos and Quarterly Rocks with a high level of accountability.
Proper use of the company PSA, RMM, documentation platform, and other programs as trained and directed.
Represent ONE 2 ONE in the community via events such as conventions, expos, chamber functions and as directed by management
Attend relevant webinars, seminars and training sessions as directed by management
Stay updated with the latest industry trends, new technologies, and security vulnerabilities that could impact clients. Continuous professional development and certifications (e.g., Microsoft, SW, ) are often encouraged or required
Manage and prioritize multiple client environments, ensuring service levels are maintained across different businesses.
Guide and mentor junior sys admins and support staff, providing technical leadership and expertise
Deliver services in accordance with all contracted Service Level Agreements
Regularly communicate with clients to update them on the status of their systems, answer queries, and provide strategic recommendations for improvements or upgrades
Clear and effective communication with both technical and non-technical stakeholders. Ability to explain complex technical concepts to clients and management in a simplified manner
Efficiently handle multiple tasks across different clients, while adhering to deadlines and service levels
Maintain detailed documentation of client environments, system configurations, and troubleshooting procedures.
Liaise with third-party vendors and service providers to resolve issues, negotiate contracts, or implement solutions
Use remote management tools to diagnose and fix issues in clients' environments, including server failures, networking problems, and application errors.
Handle issues across a wide range of operating systems (Windows, Linux, macOS), ensuring that end-users are supported regardless of their environment.
Manage user profiles, resolve file permissions, and file access issues
Aid clients with basic use of common applications and operating systems
Perform backup restoration and malware and virus remediation
Troubleshoot and resolve technical escalations.
Manage to resolution high priority issues defined by impact and urgency
Utilize the service ticket system to log all requests, activities, and labor, including documentation of special requests and customizations considered important for future support
Participate in an on-call rotation to provide support in accordance with contracted Service Level Agreements
Adhere to established escalation processes to achieve resolution
Assist in deploying projects as needed and directed by management. Examples: Phone Systems, Server Upgrades, New PC’s, Hardware upgrades, Networking
Travel as required (approximately 25-75% of time), to client sites to perform various IT-related tasks
Requirements
Motivated and solution-focused
Experience in Managed Services Provider (MSP) business model
Strong client service focus
Excellent written and verbal communication skills with ability to explain technical concepts to lay audiences. Some experience working with board-level stakeholders preferred.
Self-starter with the ability to appropriately prioritize and plan complex work in a rapidly changing environment
Results-oriented with ability to produce products that deliver organizational benefit
Strong critical thinker with problem-solving aptitude.
Strong Professional Services Automation (PSA), Remote Control, and Documentation skills
Strong Backup, Disaster Recovery, and Business Continuity skills
Strong Active Directory administration skills
Strong competency deploying and supporting the operating systems currently supported by Microsoft
Above average competency with the Microsoft Office suite of products
Strong understanding of TCP/IP, routing, switching, subnetting, etc.
Experience in user administration in MS Exchange
Experience with the development or troubleshooting of Group Policy Objects
Knowledge and experience troubleshooting SMB firewalls and basic networking equipment (routers, switches, wireless access points)
2-4 years related IT direct customer support experience (or similar IT experience)
2-4 years troubleshooting connectivity on desktop PCs, Macs, and Windows Servers via remote applications
CompTIA Network+, MCSA: Windows Server or M365 Certified
Benefits
Salary Range: $70K - $80K
Medical, Dental, & Vision with Employer Contribution
401K with Employer Match
Paid Time Off
Volunteer Time Off
Employee Assistance Program
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