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IT Help Desk Technician - Hybrid
IT Help Desk Technician - HybridM3 Networks • Southlake, Texas, United States
IT Help Desk Technician - Hybrid

IT Help Desk Technician - Hybrid

M3 Networks • Southlake, Texas, United States
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Why Work at M3 Networks :

At M3 Networks, we are dedicated to providing exceptional IT solutions and managed services that drive success for our clients. Joining our team means working alongside skilled professionals in a collaborative, growth-focused environment where your expertise and contributions make a difference. We prioritize innovation, professional development, and a work-life balance that empowers our employees to thrive. If you are passionate about technology and eager to solve complex IT challenges, M3 Networks is the place to advance your career and make an impact.

Engineer (Level 2)

Department : Service and Support

Reports to : Service Manager

General Summary :

Network Engineers are expected to excel in a variety of networking technologies and tools, demonstrating both technical aptitude and a proactive mindset. This role requires strong communication skills and the ability to thrive in a fast-paced, dynamic environment where client satisfaction is paramount. The position involves advanced troubleshooting, project execution, and proactive service delivery. Proficiency in ConnectWise for ticketing, automation, and reporting is essential.

Position Responsibilities :

Daily Operations :

  • Record detailed time entries in ConnectWise for at least 8 hours of work daily.
  • Maintain accurate documentation of client networks and IT environments in ConnectWise.
  • Proactively monitor and manage client environments using RMM tools.

Technical Tasks :

  • Respond to service requests, incidents, and changes as per SLA guidelines.
  • Perform system configurations, including Windows Server administration and virtualization technologies (e.g., Hyper-V, VMware).
  • Manage firewalls, routers, and VPN configurations, including advanced troubleshooting.
  • Conduct backup management and disaster recovery testing.
  • Configure and manage email systems (Exchange Online, Microsoft 365).
  • Deploy, troubleshoot, and maintain desktop and server hardware and software.

    • Project Management :

  • Lead or assist with small to mid-size IT projects, such as server migrations and network upgrades.
  • Work closely with Senior Engineers on complex or large-scale initiatives.
  • Develop project documentation, including scopes of work and post-implementation reports.

    • Security :

  • Implement and monitor cybersecurity measures, including endpoint protection, MFA, and patch management.
  • Conduct vulnerability assessments and risk reviews for clients.
  • Stay informed about the latest threats and proactively recommend improvements.

    • Client Relations :

  • Provide clear, concise and timely communication to clients, explaining technical issues in layman's terms.
  • Ensure consistent follow-ups to resolve tickets efficiently and exceed client expectations.

    • Knowledge, Skills, and Abilities :

  • Advanced proficiency with ConnectWise Manage and Automate.
  • In-depth understanding of TCP / IP networking, DNS, and DHCP.
  • Experience managing and troubleshooting Windows and macOS environments.
  • Familiarity with cloud platforms such as Microsoft Azure and AWS.
  • Strong knowledge of cybersecurity principles and best practices.
  • Ability to diagnose and resolve hardware and software issues independently.
  • Excellent communication, time management, and organizational skills.
  • Strong problem-solving abilities and the capability to work under pressure.

    • Credentials and Experience :

  • 3+ years of experience in a Managed Service Provider environment.
  • Relevant certifications, such as CompTIA Network+, Security+, CCNA, or Microsoft certifications (e.g., MS-900, AZ-104).
  • Demonstrated experience with ConnectWise or a similar PSA tool.
  • Proven track record of client satisfaction and successful project delivery.

    • Work Location

  • 80% (Remote)
  • 20% (onsite)

    • Salary and Benefits :

  • Salary Range : $55,000 to $70,000 annually, commensurate with experience.
  • Comprehensive benefits package, including health, dental, and vision insurance.
  • Paid vacation and sick leave.

    • Hiring Process :

    1.     Submit your application.

    2.     Complete an online video interview.

    3.     Participate in a Zoom interview (20 minutes).

    4.     Take a technical assessment (30 minutes to 1 hour).

    5.     Attend an in-person interview (1 hour).

    6.     Receive and accept your offer!

    PLEASE NOTE YOU WILL NOT BE CONSIDERED UNTIL YOU HAVE COMPLETED THE VIDEO INTERVIEW SECTION.

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    It Help Desk Technician • Southlake, Texas, United States

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