Overview
Smart Way Tech Services is seeking a highly motivated and customer-focused IT Support & Solutions Technician to join our Managed Services team. This role is ideal for someone who thrives on solving real-world technology issues, proactively maintains client systems, and contributes to building long-term, resilient IT environments for small to mid-sized businesses.
As an IT Support & Solutions Technician, you will work directly with our customers to diagnose and resolve technical problems, perform remote monitoring and management (RMM) tasks, implement preventative maintenance strategies, and support the installation and upkeep of IT systems. This is a dynamic role that blends customer service, technical troubleshooting, and proactive systems management.
Key Responsibilities:
● Provide Tier 1 and Tier 2 technical support for client devices, systems, and networks (on-site and remote).
● Troubleshoot and resolve issues with workstations, servers, network equipment, and software.
● Perform RMM tasks including patching, updates, backups, and routine system checks using tools like ConnectWise, Atera, or similar.
● Install, configure, and maintain IT hardware and software, Windows servers, desktop PCs, and related peripherals for client environments.
● Install, terminate, test, certify and maintain wired and wireless networking systems, including structured wiring, fiber optic, switches, access points, and routers.
● Install and support PBX and VoIP telephone systems, including handsets and softphone solutions.
● Implement and service IP surveillance systems, including IP cameras and network video recorders (NVRs).
● Identify opportunities to improve client systems through preventative maintenance and technology upgrades.
● Document all work clearly and accurately in the ticketing system.
● Participate in on-call rotation and emergency response efforts, as needed.
● Assist in onboarding new clients and deploying monitoring agents and security tools.
● Educate clients on best practices for IT usage, cybersecurity, and system performance.
Qualifications:
● 2+ years of experience in IT support, help desk, or MSP environment (preferred).
● Strong working knowledge of Windows, Office 365, networking basics (DNS, DHCP, firewalls), and security practices.
● Familiarity with RMM tools, PSA systems, and remote desktop solutions.
● Excellent problem-solving and communication skills.
● Customer-first mindset and professional attitude.
● Ability to manage multiple tasks and prioritize effectively.
● Reliable transportation and valid driver's license (for on-site work).
● Industry certifications (BICSI, CompTIA A+, Network+, Microsoft, etc.) are a plus.
Job Type: Full-Time | In-Field and Remote Support | Occasional On-Call
Compensation: Competitive salary based on experience. Includes benefits, paid time off, and training opportunities.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
- On call
Work Location: In person
