Job Description

Our esteemed client is in search of a skilled NYC MSP Mid-Level Field Technician (Mac/Windows) to join their team, providing both remote and on-site technical support in the greater New York metropolitan area. This role, based in Midtown Manhattan, requires a dual technician proficient in both Windows and Mac environments. The responsibilities include troubleshooting and resolving issues, conducting root cause analysis, and offering technical assistance for computer hardware and software. The position demands strong customer-facing skills, organizational abilities, and meticulous documentation. Proficiency in Microsoft Windows, MacOS, iOS, Android, and application troubleshooting in both environments is crucial. Additionally, the technician should excel in network layer troubleshooting, email security, server troubleshooting, and backup escalation. The candidate must possess at least 3 years of experience supporting Windows and Apple environments, showcase teamwork, and handle a fast-paced environment effectively. Preferred skills include DNS knowledge, command line proficiency, VPN server configuration, SSL Certificate Administration, Hyper-V/VMware expertise, and familiarity with backup solutions and MDM products.

Responsibilities:

• Troubleshoot and resolve issues in Windows and Mac environments.
• Perform root cause analysis and provide technical assistance.
• Respond to client requests via phone, in-person, and remote support.
• Document work time in systems of record, primarily ConnectWise.
• Document physical assets and software deployed to clients.
• Collaborate with internal teams and external vendors.
• Participate in an after-hours on-call rotation.

Technical Proficiencies:

• Proficient in Microsoft Windows, MacOS, iOS, and Android.
• Application troubleshooting in Windows and Mac environments.
• Network layer 1-3 troubleshooting.
• Email Security expertise.
• Familiarity with Microsoft M365/Google Admin Console, Google Workspace, and Microsoft SharePoint.
• Comfortable supporting Windows in Parallels.
• Server troubleshooting (Server 2012-2022, MacOS Server, NAS).
• Email migrations and familiarity with various email services.
• Knowledge of Enterprise Network Equipment (SonicWall, Meraki, Unifi, etc.).
• Backup escalation/troubleshooting proficiency.
• Advanced VPN client troubleshooting.
• RAID configuration understanding.
• VoIP troubleshooting.
• Spam filter troubleshooting.
• Advanced email troubleshooting, including NDR and contacting email host support.
• Printer relay through O365/Google.

Required Qualifications:

• Ability to explain technical concepts to non-technical users.
• Prioritization of service desk tickets.
• Professionalism in handling technical issues promptly.
• Proficiency in escalating issues.
• Proven track record of 3+ years supporting Windows and Apple environments.
• Teamwork and strong organizational skills.
• Effective in a fast-paced environment.
• Experience using a ticketing system/RMM tool and PSA software.

Preferred but not required skills:

• Strong DNS knowledge.
• Proficiency in command line knowledge.
• VPN server configuration/troubleshooting.
• SSL Certificate Administration.
• Strong Hyper-V/VMware skills.
• Some knowledge of Microsoft Active Directory and Microsoft Azure.
• Some knowledge of VMWare and Hyper-V.
• Comfortable with backup solutions, Acronis experience is a plus.
• Administrative experience with MDM products (JAMF, Mosyle, Intune, Meraki).
• Certifications (CCNP, CCDA, VCP, Citrix) are a plus.