IT Support Technician - Managed Services

Company Overview : As Iserv, a leading Managed Services Provider (MSP), we deliver innovative IT solutions to businesses, leveraging cutting-edge technologies including AI-driven tools to enhance efficiency, security, and customer experiences. Learn more about us at www.iservworks.com. We're seeking passionate individuals who are excited about the intersection of IT support and AI to join our dynamic team.

Position Summary :

The IT Support Technician is an experienced IT generalist serving as the frontline hero in our service provider environment. You'll deliver timely, accurate technical support with a strong emphasis on first-call resolution. We're looking for problem-solvers who are passionate about AI and eager to integrate emerging technologies like AI-assisted diagnostics, chatbots, and automation into everyday support workflows. This role is ideal for those who thrive in a remote setting, collaborating virtually to fix issues and drive innovation.

Essential Duties and Responsibilities :

• Provide exceptional support with a focus on first-call resolution-you're a fixer, not just a ticket taker! Incorporate AI tools (e.g., generative AI for troubleshooting or automated scripting) to enhance efficiency.
• Participate in tiered technical support, escalating complex issues while exploring AI-driven solutions.
• Perform recurring monitoring and management tasks, using AI-powered analytics to proactively identify and resolve potential problems.
• Deliver technical support including configuration, troubleshooting, and security, with an eye toward AI-enhanced threat detection and response.
• Collaborate with the Technical Services team to monitor and respond to events, leveraging AI monitoring platforms for faster insights.
• Engage and manage vendor support escalations as needed, while advocating for AI-integrated vendor tools.
• Ensure timely and clear communications to clients and the team, utilizing AI-assisted communication tools for streamlined updates.
• Contribute to special projects, such as piloting AI features in our support ecosystem or training on new AI technologies.
• Perform additional duties as assigned, with occasional virtual "smart hands" support for remote engineers (no on-site travel required in this remote role).

Job Qualifications and Requirements :

A) Knowledge / Skills / Abilities

The successful candidate will demonstrate the following :

B) Education and Experience

C) Special Requirements

D) Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this remote role :

Benefits :

Why Join Iserv?

If you're an IT enthusiast who's excited about AI's potential to revolutionize support-from automating routine tasks to predicting issues before they arise-this is your chance to grow with a forward-thinking MSP. We value innovation, work-life balance, and empowering our team to explore new technologies. Visit www.iservworks.com to see how we're shaping the future of IT services.