Twintel

Who we are:
We are an industry-leading Managed Service Provider (MSP) delivering comprehensive IT services for businesses. In simple terms, we act as the Technology Department for our clients, handling all aspects of their IT needs.
The workplace:
Twintel is a fast-paced tech company with a highly motivated team of IT professionals. With a focus on success, our highly collaborative environment affords a great space for growth and long-term development. Twintel has achieved industry recognition in the following areas:

• Certified Great Places to Work company
• MSP 501: Top Managed Services Providers Worldwide
• Forbes Technology Council Members
• INC 5000 recipients 4 years in-a-row
• SOC 2 Type 2 Compliant

About this job:

The Technology Specialist II drives operational success and delivers a refined, high-quality customer experience by serving as a primary point of contact for inbound service requests submitted through phone, email, and the ticketing portal, while also playing an active role in customer onboarding, project delivery, and internal operational initiatives.

The ideal candidate consistently provides exceptional support through rapid responsiveness, professional communication, and strong technical knowledge. This role requires a highly organized individual who can gather detailed information, maintain accurate real-time documentation, and manage multiple service requests efficiently.

Success in this role requires initiative, accountability, and the ability to operate effectively in a fast-paced environment while maintaining a high level of precision and care. The Technology Specialist plays a key role in ensuring customer satisfaction and supporting the overall success of the TWINTEL team.

TWINTEL Solutions, Inc. offers a stable, rewarding, and growth-oriented environment with opportunities to advance within the Information Technology field.

Hours: M - F: 8:00am to 5:00pm
Hourly Wage: $35
Medical Benefits: Employer Contributed Medical and Dental coverage plans available
Vacation: Paid Holidays and Entitled to Paid Time Off
Retirement Plan: 401k matching
Other Benefits: Mobile Phone Stipend available

Job Location: In-Person

What you'll do:

• Provide exceptional frontline support by handling inbound service requests and proactively engaging customers
• Create, manage, and update service tickets with clear, thorough documentation
• Troubleshoot and resolve Level 1 and Level 2 issues, escalating when needed with actionable details
• Monitor and prioritize ticket queues to ensure timely response and resolution
• Coordinate onsite support and serve as an onsite resource when required
• Participate in an after-hours/on-call rotation to support client needs
• Lead or support new client onboarding to deliver a seamless, professional experience
• Document client environments, including users, devices, systems, and access requirements
• Deploy and configure monitoring, management, and security tools aligned with company standards
• Assist with implementation of backups, endpoint protection, and access controls
• Provision and configure hardware, ensuring devices meet company and client standards
• Support projects, deployments, and process improvements to enhance service delivery and operational efficiency

Technical Knowledge

• Network, Desktop and Server Troubleshooting
• Microsoft Active Directory
• Microsoft Office 365
• Windows Networking
• Layer 2 and Layer 3 Switching
• Firewall Implementation and Management
• Virtualization (Hyper-V and VMWare)
• IP Phone Systems
• Kaseya Product Solutions including Autotask and Datto RMM

Job Requirements

• High School Diploma required.
• AA or Bachelor's Degree a plus.
• 2+ years of IT Support Experience is desired.
• Microsoft Certifications are a PLUS (MCSA/MCSE).
• Cisco Certifications are a PLUS (CCENT/CCNA).
• CompTia certifications are a PLUS (A+/Net+).