We are seeking a seasoned professional (10+ years) to join our team to address several critical areas of IT Service Delivery. The successful candidate will be responsible for the support and administration of servers, Microsoft 365, Azure, virtual environments, storage, security, and Backup Disaster Recovery (BDR) infrastructure, both on-premise and cloud-based.

In addition, the role includes managing escalations and providing advanced support for service requests when lower-tier Service Desk Technicians require assistance. The candidate will also lead and offer expertise on new projects and perform technical alignment assessments as we implement servers, Microsoft 365, Azure storage, and BDR infrastructure projects.

This position is ideal for an individual who enjoys collaborating with a dynamic team and working with innovative products while solving complex problems daily. Candidates who quickly adapt to new technologies will find this role particularly fitting.

Key Responsibilities and Accountabilities

  • Efficiently and permanently resolving service tickets
  • Ensuring high levels of customer satisfaction
  • Developing and updating documentation for supported systems
  • Providing leadership by mentoring and developing junior team members

As part of your duties and responsibilities, you'll:

  • Act as a go-between for different teams within IntegraMSP to help drive adoption and retention.
  • Perform technical alignment assessments for customers, both on-site and remotely.
  • Uphold best practices and report recommendations to the vCIO.
  • Help reduce reactive issues by controlling service requests.
  • Identify technical risks and address technical issues firsthand.
  • Keep an eye on the environment and make recommendations, acting as the vCIO's eyes and ears.
  • Communicate with customers during check-in/check-out meetings on-site and assist with ongoing projects and open service desk requests.
  • Complete scheduled reactive tickets during alignment visits and follow up on action items.
  • Update customer documentation in our IT documentation platform as needed.
  • Assist with onboarding new customers.
  • Maintain a thorough understanding of customers and how technology supports their business goals.
  • Develop in-depth knowledge of our service catalog and its relevance to customer needs.
  • Document internal processes and procedures related to your duties and responsibilities.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Exhibit a strong commitment to customer satisfaction by consistently delivering excellent customer service.
  • This position requires onsite presence at IntegraMSP's office and/or customer locations.
  • Demonstrate initiative and the ability to work independently without direct supervision.
  • Possess a minimum of 10 years of experience in a similar role, preferably within another Managed Service Provider (MSP).
  • Ability to collaborate effectively within a team and communicate clearly.
  • Excellent communication skills with a focus on customer interaction.
  • Capable of multi-tasking, meeting deadlines, and surpassing expectations.
  • Display strong time management skills, prioritizing both customer and IntegraMSP business needs.
  • Educate yourself to become highly proficient with IntegraMSP tools and processes and achieve relevant industry certifications.
  • Ability to convey complex technical concepts in simple terms.
  • A detail-oriented problem solver.
  • Self-motivated and capable of thriving in a fast-paced environment.
  • Proficiency in Microsoft Azure.
  • Proficiency in Microsoft 365, Teams, and SharePoint.
  • Experience with Microsoft servers and domains.
  • Networking experience.
  • Technical issue diagnostic skills.
  • Awareness of the organization’s key IT services being supported.
  • Understanding of support tools, techniques, and technology used to provide IT services.
  • Typing skills for quick and accurate entry of service request details.

Educational/Vocational/Previous Experience Recommendations:

  • BA/BS in computer science or related field preferred, not required.
  • 10+ years of Tier 2 or higher experience at an MSP.
  • A+, Network+, Cisco, Microsoft, and other IT certifications are advantageous.

What we offer:

  • Training on MSP industry toolsets to provide customer service and support
  • Compensation for the successful completion of select industry certifications
  • A dynamic office environment in Downtown Dallas with opportunities for collaboration and teamwork
  • Paid downtown parking
  • Competitive PTO/Comp time
  • Health insurance
  • Seven company-paid days off for federal holidays per year
  • Five paid sick days per year
  • One company paid Fair Day off for the Texas State Fair

To find out more information about IntegraMSP and our mission, visit our website at IntegraMSP.com

We can't wait to see how you can contribute to our team!

No calls please.

Job is onsite in-office in Dallas, TX