Technical Support VA

IT Technician/Assistant VA
PC Pros of California is a well-established Managed Services Provider (MSP) with 20 years of experience supporting small businesses (1-50 employees) and individuals. Our primary focus is delivering exceptional IT support while managing our clients' IT environments efficiently. Our team consists of a few subcontractors, but we are looking for a dedicated IT Technician/Assistant to provide consistent support for our growing client base.

Position Overview:
We are seeking a self-motivated IT Technician/Assistant to support our clients and internal operations. This role involves responding to level 1/2 tech support tickets using Autotask, handling client requests, documenting IT environments in IT Glue, and assisting in follow-ups with other technicians as well as working with 3rd party software vendors to resolve difficult issues.
The ideal candidate is proactive, customer-focused, and comfortable working in a fast-paced MSP environment.

RESPONSIBILITIES

Key Responsibilities:

*Technical Support: Handle level 1/2 IT support tickets, troubleshoot and resolve issues related to Windows environments, Microsoft Office 365, Google Workspace, networking (wired & Wi-Fi), and backup systems.
*Client Communication: Call, email, or text clients to follow up on support tickets, ensuring customer satisfaction.
*Remote Monitoring & Management (RMM): Work within the Kaseya ecosystem, including Kaseya VSA and Datto RMM/EDR/NOC services
*Autotask for ticketing
*IT Documentation: Lead the effort to maintain up-to-date client IT documentation in IT Glue (covering computers, networks, software licensing, passwords, vendor accounts, etc.). Creating "run books".
*Software & Licensing Management: Deploy and maintain engineering-related software such as AutoCAD, Bluebeam, and other industry-specific applications, working with clients to ensuring proper licensing.
*Backup System Monitoring: Oversee and troubleshoot backup solutions (currently using Barracuda MSP Backup, and Kaseya SaaS Protect, with possible future transitions to other platforms).
*Collaboration: As needed follow-up with other technicians on open tickets and ensure timely resolutions (as directed).

QUALIFICATIONS
Experience: 3-5 years in IT support, preferably in an MSP or similar environment. Strong experience working in a ticketing system and documenting IT issues and resources (not necessarily the Kaseya/Datto/Autotask/ITGlue/Barracuda stack - we can train the applicant on the specifics - learning resources and vendor support is available as well)

Technical Skills:
Strong troubleshooting ability with Windows-based systems and domain networks
Proficiency in Microsoft Office 365 and Google Workspace administration
Networking expertise (wired, Wi-Fi, and server setups)
Familiarity with backup systems and troubleshooting
Ability and willingness to document processes and learn new software

Soft Skills:
Excellent English communication skills (spoken and written)
Strong problem-solving ability and customer service mindset
Ability to work independently and think outside the box to resolve issues