• Provide system support, serving as the primary point of contact for agency, addressing their questions and providing guidance on using Penlink software • Conduct proactive health monitoring and system optimizations to prevent issues and enhance system performance • Assist to diagnose, troubleshoot, and resolve issues related to the Penlink software, ensuring minimal downtime and operational impact • Document issues and associated support activities in the Penlink CRM system (Salesforce) in a timely and thorough manner • Determine when to escalate issues to the Penlink team, providing detailed documentation on how to recreate the issue and the troubleshooting steps taken • Perform routine system administrative functions including end-user management, system configuration and change management, and the application of routine updates to software and systems, ensuring customer cloud environments are up-to-date and functioning optimally • Manage and maintain application-related systems, with an emphasis on security and performance • Maintain and monitor network components, including site-to-site VPN connections, and ensure compliance with the latest security standards and best practices. • Serve as a technical liaison between agency personnel and Penlink personnel as needed • Generate monthly reports detailing usage matrix, services rendered, and deliverables provided • Participate in regular program calls with clients to discuss ongoing needs, system updates, and support activities • Work closely with internal teams such as Development, Product Management, and Sales to communicate client feedback and contribute to the improvement of Penlink software

• Garantir a solução definitiva de incidentes em Nível 1 • Troubleshooting avançado via chat • Reinstalação de softwares e correções remotas • Diagnóstico de rede e problemas de conectividade • Documentação e gerenciamento de chamados

• Ensure resolution of more than 65% of tickets • Perform logical diagnostics and remote repair of incidents • Generate daily and monthly reports

Role Description The Tier 1 IT Support Technician will primarily be responsible for preparing, deploying, and installing desktop and laptop workstations for our managed services clients. This role also provides first-level technical support, documents work performed, and escalates issues when necessary. The ideal candidate has experience working in a Managed Service Provider (MSP) environment and is comfortable using industry-standard RMM and PSA platforms. - Configure, deploy, and install Windows desktop and laptop workstations. - Perform workstation replacements, upgrades, and migrations. - Configure Microsoft 365 accounts, Outlook, OneDrive, Teams, and related applications. - Join computers to Microsoft Entra ID (Azure AD) or Active Directory domains. - Install and configure business software and peripherals. - Document work performed and maintain accurate client records. - Utilize ConnectWise Manage. - Use NinjaOne (Ninja RMM). - Troubleshoot basic Windows, networking, and Microsoft 365 issues. - Provide professional onsite and remote customer support. - Escalate complex issues. - Follow SOPs. Qualifications - Minimum 1 year of experience working for an MSP. - Experience with ConnectWise Manage preferred. - Experience with NinjaOne (Ninja RMM) preferred. - Proficient with Microsoft 365. - Knowledge of Windows 11. - Familiarity with Active Directory and Microsoft Entra ID. - Basic networking knowledge. - Excellent customer service. Benefits - Health Care Plans (Medical, Dental & Vision) - Retirement Plan and Matching (Simple IRA) - Paid Time Off (Vacation, Sick, and Public Holidays) - Full-Remote Work from Home