MethodSMB offers full spectrum IT services to local small businesses. The bulk of my work is focused on network and computer installs, as well as proactive maintenance and user support. My goal is for my clients to think of me as a member of their internal team.
Since I launched MethodSMB in 2014, my clients quickly learned to trust me and we’ve built quality relationships over the years. I take accountability for their projects so they don’t have to think about it. I’m relentless with security but implement it in a way that it doesn’t become a burden to them. I use a standardized set of core hardware and software, and I document processes for common installations to make sure important tasks don’t get overlooked.
I’m looking to bring on a new team member to help maintain the highest level of support for my growing clients. This is a unique opportunity to build a successful and profitable career.
Mission: Selectively choose local, tech conscious, small businesses and provide them with a level of accountability and personal interaction usually only experienced through an in-house IT department.
Vision: I see MethodSMB as a team of 3-5 professionals… any of which could be successful on their own, but who choose to work together to achieve more. We attract and retain top talent by offering Better Compensation with More Flexibility and a Better Life/Work Balance than individuals would be able to achieve working for a corporation or on their own. That’s why I’m offering the best in…
Salary
- Starting wage of ~60k per year with growth potential up to 110k+
Work Environment
- Hybrid office - work from office and home
- Top tier equipment - top of the line computers (MacBook Pro / Surface Laptop Studio equivalent), 27” 4k monitors, top end peripherals and stand up desks. iPhone 13 or comparable Android.
Lifestyle
- Healthy lunches by Fresh Fit Foods delivered to the office weekly
- Gym membership
Professional Development
- Education and travel budget
- Focus on team accountability and professional and personal growth
Benefits
- Profit Sharing
- 401K
- Health Insurance
- 2 weeks paid vacation + holidays
The Position
As our Support Specialist position you would be responsible for providing front line remote support for clients as well as monitoring and resolving backend alerts and maintenance tasks.
End User Training and Assistance
The IT Support Specialist is responsible for the operation of our helpdesk. As such, you are our client’s first point of contact and are critical in our goal of providing an exceptional experience.
- Provide the Client with front line remote support and troubleshooting
- Build rapport with our Clients through responsive, friendly and professional interactions
- Train and empower users to get the most out of their technology
- Manage and record all work though our RMM and/or Ticketing System
- Make sure that Client Documentation is well maintained
- Participate in planning and administering group training sessions to educate clients to get more out of their technology.
Remote Maintenance and Monitoring
The Support Specialist is responsible for the behind the scenes maintenance of client endpoints, and monitoring and resolution of critical reporting through remote tools like our RMM platform and remote access software.
- Push out after hour maintenance tasks to endpoints and follow up to confirm success and resolve failures
- Communicate planned interactions with clients so they know what to expect
- Review RMM dashboard and resolve issues
- Review regularly scheduled/automated actions
- Review backup reports for errors and resolve issues
- Monitor Antivirus management platform for issues and resolve
Skills and Attributes
Desired
- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills, founded in being a good listener
- An understanding of support tools, techniques and how technology is used to provide services
- Strong understanding of operating systems, business applications, printing systems and network systems
- Must be able to type quickly and accurately while talking on the phone
- A deep desire to deliver an amazing Client Experience
- Knowledge of IT Applications, Software & Hardware
- The ability to technical issues in non-technical ways
- IT literate – Advanced user level
- Drivers license and reliable transportation
Nice to Have
- Experience using a Ticketing system / RMM Tool and PSA software
- Experience providing support via remote tools
- Experience handling Technical Service Tickets
- Experience and knowledge of working with the Google Workplace and Microsoft 365 Platforms
- Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Client Experience Certifications such as Helpdesk Habits etc.
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
Serious inquiries only please. Looking for a long term commitment of 5+ years.
Covid-19 vaccination required. PPE to be worn at request of clients or in accordance with changing CDC guidelines.
