Service Technician II – IT Systems & Support (Mostly Remote) near Charlotte

Service Technician II – IT Systems & Support (Mostly Remote)Service Technician II – IT Systems & Support (Mostly Remote)

Mostly Remote - Occasional on-site visits within 45 minutes of Charlotte area when needed for client support.

** Must reside within 45 minutes of downtown Charlotte, NC

Salary and Schedule

$60,000- $65,000 per year

Monday-Friday

8:30 am - 5:30 pm (consistent schedule with 1-hour lunch)

NOTE: There are no health benefits with this position

About Us

Group CCI is an established managed service provider for IT systems and support, built on a foundation of strong client relationships and consistent service excellence. We provide services to a diverse range of long-term clients, and we're looking to add a methodical, detail-oriented team member who values accuracy, thoroughness, and quality work.

Our approach is collaborative and supportive. We prioritize our clients' needs through careful analysis and thoughtful solutions. We believe in providing our team with clear processes, comprehensive documentation, and the support needed to deliver excellent service. Our attention to detail and commitment to doing things right has built long-term relationships with our clients. We value team members who work steadily toward quality outcomes, who appreciate clear procedures, and who understand that excellent service comes from careful, systematic work.

Who You Are

• Patient and methodical in your approach to problem-solving
• Detail-oriented with a strong commitment to accuracy and quality
• Team player who values collaboration and maintaining positive working relationships
• Reliable and consistent - you appreciate structure and deliver dependable results
• Strong communicator who values clarity and prefers to understand the full context before taking action
• Thorough in documentation and follow-through
• Values established procedures while recognizing opportunities for thoughtful improvements
• Comfortable working within defined systems and processes
• Appreciates clear expectations and structured support
• Takes pride in getting things right the first time
• Values continuous learning when given proper support and guidance
• Committed to maintaining service quality and client satisfaction through careful, systematic work

What This Role Offers You

This position is ideal for someone with significant MSP experience who appreciates working within established frameworks while having the opportunity to improve processes methodically.

You'll have consistent working hours (8:30 AM - 5:30 PM EST, Monday-Friday) with a predictable routine, though occasional evening or weekend maintenance windows may be needed with advance notice. You'll work within well-defined processes using established tools (ConnectWise Manage, N-able, and Hudu), supported by clear documentation standards and a collaborative team structure.

Your day will include managing escalated technical issues using our documented procedures, coordinating with vendors following established protocols, and contributing to our growing knowledge base. While client environments vary, you'll have access to existing documentation, team support, and clear escalation paths. You'll work closely with the Dispatch Manager and Service Manager who provide guidance and context for complex issues.

The Service Technician II role focuses on delivering thorough, high-quality technical support by following systematic approaches to problem-solving, carefully documenting solutions, and ensuring issues are properly resolved. This role works with Microsoft 365 Business applications, physical and virtual server environments, networking infrastructure, and SaaS products.

Core Responsibilities

• Follow established procedures to support and administrate hardware, software, and services, including Microsoft 365 Business services, Windows Server environments, networking infrastructure, desktop and mobile devices, and EDR/SASE solutions
• Provide thorough support for escalated issues with emphasis on systematic troubleshooting and proper root cause analysis (RCA); ensure issues are fully resolved before closing tickets.
• Maintain comprehensive documentation for all work performed; contribute to improving existing documentation by identifying gaps and creating clear, detailed procedures.
• Work collaboratively with the Dispatch Manager, Service Manager, and other technicians; participate in knowledge sharing and team problem-solving sessions.
• Coordinate with third-party vendors (ISPs, SaaS providers, OEMs) following established escalation procedures; carefully track vendor tickets through to resolution.
• Use ConnectWise Manage (PSA) to maintain accurate, detailed ticket documentation, time entries, and status updates according to established standards.
• Use N-able (RMM) to monitor and remediate endpoints following documented procedures and established alert policies.
• Contribute to ongoing improvements in documentation standards and procedures in collaboration with the Service Manager.
• Provide on-site support for local client environments when needed (with advance notice when possible).
• Work is performed during regular business hours with occasional planned maintenance activities outside normal hours.

Experience Required

Must-Have:

• Solid previous experience working at an MSP (Managed Service Provider) where you've worked within established ticketing systems and documented procedures. You should be comfortable supporting multiple clients while following consistent service standards.
• Experience creating clear, thorough documentation and following established procedures while identifying opportunities for process improvements.

Strong foundational technical skills with hands-on experience in:

• Microsoft 365 administration (Exchange, Entra, SharePoint)
• Windows Server environments and endpoints
• Networking fundamentals including firewalls, DNS, DHCP
• Email/web fundamentals (DNS, DMARC, SPF, DKIM)
• Common business applications and SaaS platforms
• Experience with systematic troubleshooting and root cause analysis; comfortable taking time to properly investigate issues and ensure complete resolution.
• Clear, professional client communication skills; ability to explain technical issues in terms clients can understand and set appropriate expectations.
• Comfortable working collaboratively with team members and contributing to a supportive team environment.
• Appreciation for constructive feedback and continuous improvement within a structured framework.
• Experience coordinating with vendors and following through on support escalations and warranty processes.
• Experience with ConnectWise Manage (PSA), N-able (RMM), and Hudu (documentation), or comparable PSA, RMM and documentation tools.

Nice-to-Have:

• ITIL Foundation or experience with structured problem/change management processes.
• Familiarity with PowerShell or deployment automation tools.
• Certifications: Microsoft, CompTIA A+/Network+, or vendor-specific credentials.

What We're Looking For

• Clear, professional communication skills - both written and verbal
• Detail-oriented with strong documentation abilities
• Systematic approach to troubleshooting with emphasis on thorough problem resolution
• Ability to work within established procedures while suggesting thoughtful improvements
• Commitment to continuous learning with appropriate support and training
• Strong client relationship skills and professional demeanor
• Collaborative team mindset with appreciation for clear communication
• Consistent, reliable attendance and punctuality (8:30 AM EST start time)
• Quiet, professional home office space
• Located in the Charlotte area
• Reliable transportation for occasional on-site visits

Work Environment & Schedule

• $60,000- $65,000 per year
• Monday-Friday, 8:30 am - 5:30 pm EST
• Consistent schedule with 1-hour lunch
• Occasional planned maintenance windows with advance notice
• Primarily remote with occasional local on-site visits

Employee Benefits

• 401k matching (3%) and profit sharing
• Year-end bonus structure
• Flexible time off (FTO) + Paid Holidays
• Fully paid 6-week maternity/2 week paternity leave
• Company issued laptop with dual monitor setup and desk phone
• Internet and Cell Phone reimbursement
• Mileage reimbursement
• Investment in professional development (Certification support, networking conferences, training)
• Supportive, collaborative team environment
• Clear processes and documentation standards
• Structured mentorship and escalation support

NOTE: There are no health benefits with this position

Job Type: Full-time

Benefits:

401(k)

401(k) matching

Fixed schedule

Paid time off

Parental leave

Professional development assistance

Schedule:

8 hour shift

Monday to Friday

Consistent hours (8:30 AM - 5:30 PM EST)

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Paid time off
• Parental leave

Application Question(s):

• How many years of MSP (Managed Service Provider) experience do you have?
• Do you have reliable transportation? (Required)
• How many years of Microsoft 365 Business Admin/SharePoint do you have?
• Do you live within 45 minutes of Downtown Charlotte, NC? (Required)
• How many years of Microsoft 365 Admin/Sharepoint experience do you have?

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 2 years (Required)
• Technical support: 2 years (Required)

Work Location: Remote