Onsite IT Level 1 Technician – Ponce

We are seeking a diligent and enthusiastic Managed IT Services (MSP) Level 1 Technician to join our team. The successful candidate will be responsible for providing technical support and services to small to medium-sized businesses (SMBs). This position is to work on-site at one of our client offices located in Ponce during normal business hours (8am-5pm).  In case of emergencies, availability to work onsite after hours or during weekends is required.  This role requires a proactive individual with a strong understanding of IT (hardware & software installation, maintenance, and support), exceptional problem-solving skills, and a dedication to customer satisfaction.

At TeamLogic IT, we strive to provide the best customer experience (CX) to everyone we interact with, so interpersonal and strong communication skills are required.  Candidate must be bilingual (English & Spanish). Salary range: $27,040. 00 - $31,200. 00, subject to education and experience. Responsibilities:  Technical Support: Provide remote and on-site technical support to SMB clients, troubleshooting hardware and software issues promptly and efficiently.  System Maintenance: Perform routine maintenance tasks on client systems, including updates, backups, and system monitoring to ensure optimal performance and security.  Incident Management:

Act as the first point of contact for all IT-related incidents and service requests, ensuring accurate logging, tracking, and resolution in line with service level agreements (SLAs).  Client Communication: Maintain clear and effective communication with clients, provide regular updates on incident status and ensure a high level of customer satisfaction.  Documentation: Create and maintain detailed documentation of client systems, configurations, and procedures to support seamless service delivery. Effectively documenting the issue and resolution in our ticketing system.  Security Management: Implement and monitor security measures to protect client data and systems, including antivirus updates, firewall configurations, and regular security audits.

 Hardware and Software Installation: Assist with the installation and configuration of hardware and software for new and existing clients, ensuring compatibility and functionality within their IT environment.  Continuous Improvement: Identify opportunities for process improvements and contribute to the development of best practices within the team.  Knowledge, Skills, & Qualifications: Education:  A degree or diploma in Information Technology, Computer Science, or a related field.  Experience: Prior experience in an MSP or IT support environment, preferably servicing SMB clients.  Technical Skills: Proficiency in Windows and macOS operating systems, network configurations, and common business applications (e. g. , Microsoft 365, G Suite).  Certifications:

Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are advantageous.  Problem-Solving: Strong analytical and troubleshooting skills with keen attention to detail.  Communication: Excellent verbal and written communication skills in both English and Spanish, with the ability to explain technical concepts to non-technical users.  Customer Service: A customer-focused approach with a commitment to delivering high-quality service and building strong client relationships.  Team Player: Ability to work effectively both independently and as part of a collaborative team.  Experience with Remote Monitoring and Management (RMM) tools: Familiarity with RMM tools like Kaseya and/or NinjaOne or similar platforms.

 Experience with Ticketing Systems: Knowledge of ticketing systems such as Autotask PSA, ServiceNow, Zendesk, or similar.  Documentation Tools: Proficiency in using documentation tools and platforms (e. g. , Hudu, Ninja Documentation, IT Glue, SharePoint).  Work Environment During normal business hours, this position primarily works from a client location in Ponce.  In case of emergencies, availability to be onsite after hours or weekends is required.  There may be remote support for other clients with occasional on-site visits to client locations. The role demands a high level of adaptability and the ability to manage multiple tasks simultaneously.