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Client Support Technician (Level 2 – MSP)

Vertical Talent Solutions

Knoxville, Tennessee

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JOB DETAILS
SKILLS
Apple, Communication Skills, Computer Workstations, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Dental Insurance, Desktop Administration, Detail Oriented, Documentation, Email Technology, Establish Priorities, Help Desk, Identify Issues, Licensing, Logistics, Mac Operating System, Microsoft Product Family, Microsoft Windows Operating System, On Call, On Site Support, Presentation/Verbal Skills, Printers, Process Improvement, Standard Operating Procedures (SOP), Team Player, Technical Support, Vision Plan, Writing Skills, iOS
LOCATION
Knoxville, Tennessee
POSTED
4 days ago

Client Support Technician (Level 2 – MSP)

Location: Onsite (5 days/week)

Employment Type: Full-Time

Compensation: $55,000 – $70,000


About the Role

We are a small, high-performing Managed Services Provider (MSP) team of approximately 8 employees that takes culture and collaboration seriously. This role is ideal for someone who thrives in a fast-paced environment and wants strong opportunities for both technical and professional growth.

As a Client Support Technician, you will serve as the first point of contact for client support requests, handling ticket triage, troubleshooting, documentation, and coordination of on-site support when needed.


Work Environment & Logistics

  • Fully onsite role (5 days per week)
  • No on-call rotation


Benefits

  • 100% employer-paid health, dental, and vision insurance
  • 3 weeks PTO (accrued)
  • Collaborative, tight-knit team environment


Why Join

  • Work with a highly functional, close-knit MSP team
  • Strong opportunities for technical and career growth
  • Gain hands-on experience across diverse client environments
  • Be part of a culture that values process, teamwork, and accountability


What You’ll Do

  • Serve as the primary point of contact for inbound client support (phone, email, ticketing system)
  • Triage, prioritize, and resolve Level 1 help desk tickets efficiently
  • Troubleshoot workstation, printer, and basic network issues
  • Manage and update tickets in Autotask with accurate notes, time entries, and status updates
  • Schedule and coordinate on-site technician visits
  • Monitor RMM alerts and respond to automated tickets
  • Create and maintain documentation, including SOPs and client-specific notes
  • Communicate clearly with non-technical clients (no jargon)
  • Participate in team meetings and contribute to process improvements


Required Experience & Skills

  • 1–2 years of experience in a help desk or IT support role (MSP experience preferred)
  • Strong Windows 10/11 desktop support skills
  • Experience troubleshooting Apple devices (macOS, iOS, iPadOS)
  • Basic Microsoft 365 administration (password resets, licensing, shared mailboxes, distribution lists)
  • Experience with printers and basic networking (DNS, DHCP, connectivity issues)
  • Familiarity with PSA/ticketing systems (Autotask, ConnectWise, or similar)
  • Ability to manage and prioritize a ticket queue independently
  • Strong documentation habits and attention to detail
  • Excellent written and verbal communication skills
  • Professional phone presence as the first point of client contact
  • Coachable and process-oriented mindset



About the Company

V

Vertical Talent Solutions