Technical Support Specialist

Salary: $1,400 - $1,600

Benefits:

-Govt Contribution Allowance

-PTO Credits

-13th Month Pay

Position Overview

Our parent company, Agilitec IT, is seeking a skilled Technical Support Specialist to join our growing managed services team. This client-facing role combines technical expertise with excellent communication skills to deliver exceptional IT support through our AI-powered chat platform and direct phone support. The ideal candidate will be a self-managed professional capable of ticket triage, dispatch, and resolution while interfacing with clients ranging from small businesses to enterprise-level organizations.

Key Responsibilities

Ticket Management & Triage

• Review and prioritize incoming tickets through HaloPSA daily
• Perform ticket triage to determine urgency, complexity, and appropriate resource allocation
• Dispatch tickets to appropriate team members and third-party service desk partners
• Manage personal ticket queue while maintaining oversight of team workload distribution

Client Support & Communication

• Provide technical support through AI chatbot interface as primary communication method
• Handle client phone calls for complex issues requiring verbal communication
• Deliver clear, professional communication to clients across various business sizes (5-500+ employees)
• Ensure timely response and resolution of client issues

Technical Support & Resolution

• Manage and troubleshoot Microsoft 365 environments including user provisioning, licensing, and configuration
• Handle identity management tasks including Microsoft Entra ID administration and user access control
• Configure and manage Microsoft Intune for device management and security policies
• Resolve day-to-day support issues, including:
• Printer configuration and troubleshooting
• Password resets and account lockouts
• Software installation and configuration issues
• Email and collaboration tool problems
• Network connectivity issues

Team Coordination

• Interface with third-party outsourced service desk teams
• Route complex tickets to specialized team members
• Act as a liaison between clients and internal technical teams
• Maintain documentation and knowledge base updates

Technical Skills

• 3-5+ years of experience in IT support or managed services environment
• Strong proficiency with Microsoft 365 suite (Exchange Online, SharePoint, Teams, OneDrive)
• Experience with Microsoft Entra ID and identity management
• Hands-on experience with Microsoft Intune for device management
• Proficiency with PSA and RMM tools (HaloPSA and NinjaRMM experience preferred)
• Strong troubleshooting skills across Windows environments
• Understanding of networking fundamentals and common business applications

Preferred Qualifications

• Microsoft certifications, particularly in security-focused areas (MS-500, SC-200, SC-300, etc.)
• Experience with AI-powered support tools and chatbot platforms
• Previous supervisory or team lead experience
• Knowledge of cybersecurity best practices and compliance requirements
• Experience supporting diverse business environments (5-500+ employees)

Communication & Soft Skills

• Excellent written communication skills for chat-based support
• Strong verbal communication skills for phone support
• Ability to explain technical concepts to non-technical users
• Professional demeanor when interacting with clients
• Self-motivated with strong time management and organizational skills
• Ability to work independently while being part of a collaborative team

Problem-Solving & Critical Thinking

• Strong critical thinking skills to analyze complex technical issues
• Ability to troubleshoot problems methodically and think outside the box
• Capable of making sound decisions under pressure with limited information
• Proactive approach to identifying potential issues before they impact clients