MTS Pro Services

Job Title: 

Small Business Technician

Department: 

Retail 

Reports to: 

SBS Manager

Mission:
Mike’s Tech Shop is seeking a skilled, customer-focused IT Technician to support and grow our small business services. This role combines hands-on technical support, client relationship management, and responding to prospective customers seeking recurring or one-time IT support services.

Objectives:
The Small Business Technician provides remote and on-site support, assesses client needs, recommends appropriate solutions, and follows service opportunities from initial inquiry through completion. The ideal candidate has strong troubleshooting skills, experience supporting Apple and mixed-platform environments, and the ability to work independently at client locations, including installing and terminating network cabling.

Key Areas of Responsibility:

Client Development and Account Support

• Respond promptly and professionally to inbound leads and inquiries from prospective business clients.
• Conduct discovery conversations and site assessments to understand each client’s technology environment, business needs, and support requirements.
• Recommend recurring support plans, project-based services, and one-time solutions appropriate to the client’s needs.
• Prepare scopes of work and service estimates in coordination with store leadership.
• Follow up on proposals, maintain accurate records of client communications, and coordinate onboarding for new accounts.
• Build long-term client relationships and identify opportunities for additional services that provide practical value.

Technical Support and On-Site Services

• Provide remote and on-site troubleshooting, maintenance, and support for Macs, Windows computers, mobile devices, printers, scanners, and related peripherals.
• Install, configure, and troubleshoot small business networks, including routers, switches, wireless access points, and internet connectivity.
• Install, terminate, label, and test Cat5e/Cat6 Ethernet cabling, including RJ45 connectors, keystone jacks, and patch panels.
• Diagnose physical connectivity issues and maintain organized, clearly documented cabling installations.
• Configure and support business email, productivity applications, file sharing, backups, and user accounts.
• Support Apple Business Manager and mobile device management solutions, including Jamf.
• Perform computer deployments, data migrations, operating system and application updates, and hardware replacement coordination.
• Implement appropriate security practices, including device encryption, multifactor authentication, access controls, and backup verification.
• Coordinate with vendors, internet service providers, and other technical resources to resolve client issues.

Service Delivery and Documentation

• Manage assigned tickets, appointments, and projects while communicating clear expectations and timely status updates.
• Maintain accurate service notes, time entries, equipment inventories, and client environment documentation.
• Prioritize work based on business impact, urgency, and established service commitments.
• Recognize issues that require escalation and coordinate additional resources when necessary.
• Handle client information, credentials, and equipment with discretion and in accordance with company privacy and security policies.
• Collaborate with the store’s technical and retail teams to ensure a consistent customer experience.

Required Qualifications:

• Demonstrated experience in IT support, field service, or a comparable technical role supporting small business customers.
• Strong working knowledge of macOS and Apple hardware, with the ability to support Windows in mixed-platform environments.
• Hands-on experience installing, terminating, and testing Ethernet cabling.
• Working knowledge of TCP/IP, DHCP, DNS, Wi-Fi, and common small business networking equipment.
• Experience supporting Microsoft 365, Google Workspace, or similar business productivity platforms.
• Strong diagnostic skills and the ability to resolve technical issues independently.
• Clear written and verbal communication skills, including the ability to explain technical concepts to nontechnical customers.
• Strong organizational skills and the ability to balance client follow-up, scheduled appointments, and active support requests.
• A professional, dependable approach to working in client offices and representing Mike’s Tech Shop.
• Ability to travel to client locations throughout the store’s service area and perform on-site installation tasks, with reasonable accommodation as needed.

 Preferred Qualifications:

• Experience with a small business IT support company..
• Experience qualifying leads, developing service proposals, or managing business client relationships.
• Familiarity with Apple Business Manager, and Automated Device Enrollment.
• Relevant Apple, CompTIA A+, Network+, or comparable certifications.
• Experience with backup and recovery solutions, endpoint security, and remote support tools.