Job Overview: As a Managed Service Provider (MSP) at Staff4Me, you will play a crucial role in delivering IT support and solutions to our clients. This position entails managing the IT infrastructure, ensuring optimal system performance, and providing exceptional customer support to meet clients' needs in various settings.
Key Responsibilities:
- Act as the primary contact for IT-related queries from clients, assisting them with troubleshooting and issue resolution.
- Monitor and maintain client networks and systems, ensuring their uptime and efficiency.
- Provide remote and on-site technical support for a range of IT issues.
- Document and track service requests through our ticketing system, ensuring all interactions are recorded and issues are resolved in a timely manner.
- Assist in the implementation of new technology solutions and upgrades.
- Conduct regular assessments of client IT infrastructures and recommend improvements as needed.
- Collaborate with team members and other departments to deliver comprehensive service solutions.
Requirements
- Must-Haves
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3+ years in an MSP or IT services environment (Service Desk/NOC/Projects/Client Success).
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Proven training/facilitation experience with adult learning principles (e.g., ADDIE, Bloom’s Taxonomy).
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Hands-on with PSA/RMM tools (any major platform such as ConnectWise, Kaseya, Ninja One, Datto, N-able) and can train workflows, SLAs, escalations, and dashboards.
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Microsoft 365 administration basics (Teams, SharePoint, Exchange/OneDrive, Intune baseline) and experience leading adoption sessions for end users and SMEs.
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Cybersecurity awareness training experience (phishing, MFA, data handling, secure collaboration).
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Strong documentation skills (SOPs, runbooks, knowledge base articles, quick-start guides).
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Excellent communication & facilitation (comfortable with technical and non-technical audiences; can build labs and assessments).
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Data-driven mindset: able to set training KPIs and measure impact (FCR, CSAT, MTTR, backlog, certification rates).
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LMS familiarity (e.g., TalentLMS, Moodle; enrollments, tracking, reporting).
- Nice-to-Haves
- Certifications: Microsoft Certified Trainer (MCT), ITIL Foundation, CompTIA A+/N+/S+, Microsoft 365 Fundamentals/Administrator, or similar.
- Experience with multiple PSA/RMM platforms (ConnectWise Manage/Automate, Kaseya VSA/BMS, NinjaOne, Datto RMM, N-able).
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PowerShell scripting for labs/demos; Intune device compliance/baselines.
- eLearning tools: Articulate Storyline, Camtasia, Captivate, or similar.
- Experience building client-facing adoption programs and internal train-the-trainer tracks.
