Master Search Solutions
Responsibilities
Triage incidents - Intake via portal/email/phone
Resolve common end-user issues (and escalate appropriately)
Work within their PSA/RMM stack (Halo PSA + NinjaOne) and operate to documented SLAs
Remote Support & Troubleshooting: Use NinjaOne and remote-control tools to resolve desktop/laptop/peripheral issues (Windows/macOS), Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint), and common line-of-business applications.
Account & Endpoint Administration: Password resets, AD/Intune tasks (device enrollment, policy checks), software installs/updates, AV/malware remediation.
Networking Basics: Verify connectivity (DNS/DHCP), printer/scanner mapping, VPN client checks; capture key details (IP, firmware, drivers) to aid escalation.
Knowledge & Documentation: Contribute runbooks/KB notes; keep ticket histories complete and audit-ready; align with governance reporting (daily/weekly operational dashboards, monthly summaries, QBR inputs).
Onboarding/Offboarding Support: Prepare endpoints, apply baseline policies, and follow checklists that support standardized environments (e.g., Ubiquiti UniFi networking).
Qualifications
MSP Experience (Required): 1+ year on a service desk in a Managed Services environment handling multi-tenant clients, PSA/RMM tools, and SLA commitments.
Technical Foundations: o Windows 10/11 (user profile, updates, drivers), basic macOS support o Microsoft 365 (Exchange Online, Teams, OneDrive/SharePoint), Outlook troubleshooting o Basic networking (TCP/IP, DNS/DHCP, Wi-Fi), printers/scanners, VPN clients o Endpoint security (AV/malware tools), software deployment/update hygiene •
Tools: Practical familiarity with Halo PSA (ticketing, prioritization, SLAs) and NinjaOne (RMM, remote control).
Professional Skills: High empathy and customer service, clear written/verbal communication, disciplined documentation, time management, and a strong sense of urgency.
Nice-to-Have (Preferred) • Exposure to Ubiquiti UniFi networking environments. Basic PowerShell scripting, Intune device management, Azure AD administration. Experience with backup/DR agents and endpoint encryption.
Our client offers a base salary between 40 and 48K plus benefits (medical, PTO, holidays, professional development).
#J-18808-Ljbffr
Triage incidents - Intake via portal/email/phone
Resolve common end-user issues (and escalate appropriately)
Work within their PSA/RMM stack (Halo PSA + NinjaOne) and operate to documented SLAs
Remote Support & Troubleshooting: Use NinjaOne and remote-control tools to resolve desktop/laptop/peripheral issues (Windows/macOS), Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint), and common line-of-business applications.
Account & Endpoint Administration: Password resets, AD/Intune tasks (device enrollment, policy checks), software installs/updates, AV/malware remediation.
Networking Basics: Verify connectivity (DNS/DHCP), printer/scanner mapping, VPN client checks; capture key details (IP, firmware, drivers) to aid escalation.
Knowledge & Documentation: Contribute runbooks/KB notes; keep ticket histories complete and audit-ready; align with governance reporting (daily/weekly operational dashboards, monthly summaries, QBR inputs).
Onboarding/Offboarding Support: Prepare endpoints, apply baseline policies, and follow checklists that support standardized environments (e.g., Ubiquiti UniFi networking).
Qualifications
MSP Experience (Required): 1+ year on a service desk in a Managed Services environment handling multi-tenant clients, PSA/RMM tools, and SLA commitments.
Technical Foundations: o Windows 10/11 (user profile, updates, drivers), basic macOS support o Microsoft 365 (Exchange Online, Teams, OneDrive/SharePoint), Outlook troubleshooting o Basic networking (TCP/IP, DNS/DHCP, Wi-Fi), printers/scanners, VPN clients o Endpoint security (AV/malware tools), software deployment/update hygiene •
Tools: Practical familiarity with Halo PSA (ticketing, prioritization, SLAs) and NinjaOne (RMM, remote control).
Professional Skills: High empathy and customer service, clear written/verbal communication, disciplined documentation, time management, and a strong sense of urgency.
Nice-to-Have (Preferred) • Exposure to Ubiquiti UniFi networking environments. Basic PowerShell scripting, Intune device management, Azure AD administration. Experience with backup/DR agents and endpoint encryption.
Our client offers a base salary between 40 and 48K plus benefits (medical, PTO, holidays, professional development).
#J-18808-Ljbffr