Client Technology Specialist

This role owns technical issues from initial triage through resolution, handling Level 1 requests, independently resolving Level 2 issues, and performing Level 3 troubleshooting and root-cause analysis across cloud platforms, endpoints, networking, and security. Working within a multi-client environment, the specialist manages a portfolio of client accounts, meets service-level commitments, and provides technical guidance to help clients maintain secure, reliable, and productive technology environments.

Client Technology Specialist

 

 

Job Details

 

Position Summary

The Client Technology Specialist provides hands-on technical support and systems administration for a managed IT services provider supporting multiple business clients. This role owns technical issues from initial triage through resolution, handling Level 1 requests, independently resolving Level 2 issues, and performing Level 3 troubleshooting and root-cause analysis across cloud platforms, endpoints, networking, and security.

Working within a multi-client environment, the specialist manages a portfolio of client accounts, meets service-level commitments, and provides technical guidance to help clients maintain secure, reliable, and productive technology environments. The ideal candidate combines strong technical expertise with sound judgment, clear communication, and a client-focused approach.

 

Key Responsibilities

• Own assigned support tickets from intake through closure, triaging Level 1 requests, resolving Level 2 issues independently, and investigating complex Level 3 issues through root-cause analysis.
• Serve as a primary technical contact for assigned client accounts through ticketing systems, phone, email, remote support sessions, and scheduled onsite visits.
• Administer cloud productivity and collaboration environments, including email, file sharing, messaging, endpoint management, security tools, licensing, permissions, groups, and security policies.
• Manage identity and access services, including user onboarding and offboarding, access controls, conditional access policies, multifactor authentication, and authentication troubleshooting across multiple client environments.
• Diagnose complex network and infrastructure issues involving DNS, DHCP, TCP/IP, VPNs, firewalls, switching, and wireless connectivity, coordinating with carriers and vendors as needed.
• Investigate security alerts, endpoint protection events, and potential risks, recommending and implementing appropriate remediation measures.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and client communications within the service management platform. Record billable time accurately and daily.
• Execute cloud migrations, client onboarding, environment cleanup, security hardening, and governance projects while maintaining daily support responsibilities.
• Advise clients on practical improvements to security, reliability, and productivity, identifying relevant services, licensing, and upgrades based on business needs.
• Mentor junior technicians on troubleshooting, documentation, service quality, and escalation practices.

 

Required Education, Experience, and Qualifications

• Five or more years of hands-on technical support experience in a business IT environment, with demonstrated Level 3 capabilities, including root-cause analysis, escalation ownership, and resolution of complex technical issues.
• Three or more years of experience with a managed services provider, IT consultancy, or comparable multi-client support organization. Prior experience managing assigned client accounts, tracking billable time, and meeting service-level commitments is required.
• Hands-on administration of cloud productivity, collaboration, identity, and endpoint management platforms across multiple client environments.
• Strong troubleshooting skills across Windows and macOS endpoints, remote users, cloud applications, printers, mobile devices, DNS, DHCP, TCP/IP, VPNs, wireless networks, and firewalls.
• Working proficiency with professional services automation (PSA) and remote monitoring and management (RMM) tools, including ticket documentation, time entry, escalation management, and asset and alert monitoring.
• Ability to explain technical issues, options, and trade-offs clearly to nontechnical business owners and employees, both verbally and in writing.
• Ability to prioritize competing client requests independently, manage frequent interruptions, and meet commitments with minimal supervision.
• High school diploma or equivalent.
• Valid driver's license and ability to travel to client sites within the Dallas–Fort Worth area as needed.

 

Preferred Qualifications

• Associate or bachelor's degree in information technology, computer science, or a related field.
• Relevant certifications in cloud administration, identity and access management, cybersecurity, or endpoint administration.
• Experience with industry-standard PSA and RMM platforms, endpoint detection and response solutions, managed security tools, business telephony platforms, and software-as-a-service backup solutions.
• Experience supporting small and midsized businesses across multiple industries.
• Experience identifying and presenting additional services, licensing options, and security improvements to existing clients.

 

Working Conditions

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift up to 15 pounds occasionally.
• Ability to position oneself under desks or around equipment when installing or troubleshooting technology.
• Ability to move throughout client or office facilities as required.
• Ability to understand and follow written and verbal instructions.
• Ability to complete tasks effectively despite frequent interruptions.
• Ability to exercise discretion and independent judgment when appropriate.
• Ability to communicate clearly by telephone and with colleagues and clients.