IT Support Technician (MSP) Experienced

This is not an entry-level IT role. We are looking for an experienced IT Support Technician who takes ownership of issues and sees them through to resolution. You should be comfortable answering support calls when needed, while also actively working tickets, troubleshooting VoIP systems, and solving problems throughout the day. This role requires someone who can balance reactive work (incoming calls) with proactive work (ticket resolution) without losing momentum. If you prefer focusing on only one type of work or avoiding client interaction, this role will not be a fit. A significant portion of our work involves VoIP systems, so comfort working with phone systems and call-related issues is important. What You'll Do Answer incoming support calls and assist clients in real time Actively work and manage tickets throughout the day Troubleshoot and resolve issues across: Windows environments Microsoft 365 Networking and VPNs RDP and remote environments VoIP systems (3CX, SIP, call flow issues) Troubleshoot and support VoIP systems (3CX), including phones, call routing, and connectivity issues Own tickets from start to finish (not pass them along) Communicate clearly with clients and internal team Balance multiple priorities without losing track of work Identify recurring issues and suggest improvements What We're Looking For Someone who takes ownership and follows through Comfortable answering phones and working directly with clients Strong troubleshooting ability (you can figure things out) Able to manage multiple tasks without constant direction Clear communicator (both technical and non-technical) Self-motivated and reliable Comfortable troubleshooting VoIP systems or willing to learn quickly Required Experience 2+ years of IT support experience Experience working in a ticketing system Familiarity with Windows and Microsoft 365 environments Ability to work in-office in Green Bay, WI Preferred Experience MSP experience strongly preferred Windows Server / RDS Networking fundamentals (VPNs, firewalls, VLANs) VoIP experience (3CX or similar systems strongly preferred) What This Role Is NOT Not an entry-level or training position Not a role where tickets are passed along without ownership Not a role where you only answer phones What Success Looks Like Tickets are consistently worked and resolved Clients receive clear and timely communication Issues are owned until completion Minimal need for escalation Work Environment In-office role based in Green Bay, WI Well-equipped office with modern hardware and tools We are proactive about investing in technology that improves efficiency

Pay:

$60,000.00 - $70,000.00 per year

Benefits:

401(k) matching Life insurance Paid time off Professional development assistance Retirement plan Application Question(s): How do you balance answering incoming support calls while still making progress on your assigned tickets? Describe a difficult technical issue you resolved and how you approached it.

Experience:

IT Support:

2 years (Required) ticket system: 1 year (Required) Ability to

Commute:

Green Bay, WI 54303 (Required)

Work Location:

In person