Job Description
Job Description
We are currently seeking a IT Support Services Technician to join our Team.
This is a remote based position however; occasional travel within the Orange County, CA area may be required for in-person team meetings, client needs, or Reflex business. Candidate must live within 25 miles of Orange County, CA with reliable transportation.
Position Overview
The Support Services Team is responsible for serving as a front-line technical resource for end users across our client base in a managed service provider environment. This role provides responsive remote support, troubleshoots day-to-day technical issues, documents customer interactions, escalates requests when appropriate, and helps ensure a reliable, friendly support experience for everyone who contacts us.
The ideal candidate is genuinely customer-service focused, thrives as a self-starter, and can stay productive and accountable without close supervision. This individual communicates clearly with technical and non-technical users, takes ownership of assigned tickets, and contributes to a positive client experience through patient, efficient, and professional support.
Key Responsibilities
Helpdesk Support & Ticket Management
- Serve as the first point of contact for end users who need remote technical assistance
- Research, resolve, and respond to inquiries in a timely manner, exceeding SLA expectations
- Manage assigned tickets from intake through resolution, including timely follow-up and clear communication
- Document all customer interactions, troubleshooting steps, and issue resolutions accurately in the ticketing system
- Escalate issues appropriately when additional technical expertise or coordination is required
Technical Troubleshooting & Service Quality
- Address RMM and security alerts across all managed platforms, endpoints, servers, and network devices
- Perform proactive maintenance including patch management and deployment, backup verification, and remediation of failed automated tasks
- Identify recurring alert patterns and recommend automation or configuration changes to reduce noise and prevent repeat incidents
- Install, maintain, and troubleshoot software, hardware, peripherals, and connected devices
- Provide support for Windows and/or Mac operating systems, Microsoft 365 applications, and common user access issues
- Assist with basic Google Workspace and Microsoft 365 and Azure AD / Entra ID administration, including password resets,
Job Description
We are currently seeking a IT Support Services Technician to join our Team.
This is a remote based position however; occasional travel within the Orange County, CA area may be required for in-person team meetings, client needs, or Reflex business. Candidate must live within 25 miles of Orange County, CA with reliable transportation.
Position Overview
The Support Services Team is responsible for serving as a front-line technical resource for end users across our client base in a managed service provider environment. This role provides responsive remote support, troubleshoots day-to-day technical issues, documents customer interactions, escalates requests when appropriate, and helps ensure a reliable, friendly support experience for everyone who contacts us.
The ideal candidate is genuinely customer-service focused, thrives as a self-starter, and can stay productive and accountable without close supervision. This individual communicates clearly with technical and non-technical users, takes ownership of assigned tickets, and contributes to a positive client experience through patient, efficient, and professional support.
Key Responsibilities
Helpdesk Support & Ticket Management
- Serve as the first point of contact for end users who need remote technical assistance
- Research, resolve, and respond to inquiries in a timely manner, exceeding SLA expectations
- Manage assigned tickets from intake through resolution, including timely follow-up and clear communication
- Document all customer interactions, troubleshooting steps, and issue resolutions accurately in the ticketing system
- Escalate issues appropriately when additional technical expertise or coordination is required
Technical Troubleshooting & Service Quality
- Address RMM and security alerts across all managed platforms, endpoints, servers, and network devices
- Perform proactive maintenance including patch management and deployment, backup verification, and remediation of failed automated tasks
- Identify recurring alert patterns and recommend automation or configuration changes to reduce noise and prevent repeat incidents
- Install, maintain, and troubleshoot software, hardware, peripherals, and connected devices
- Provide support for Windows and/or Mac operating systems, Microsoft 365 applications, and common user access issues
- Assist with basic Google Workspace and Microsoft 365 and Azure AD / Entra ID administration, including password resets,
IT Support Services Technician in orange at Unknown Company
This position is listed as full time and able to be worked remotely.