Core Services Technician

The 20 LLC is a nationwide Managed Service Provider (MSP) and MSP growth platform that partners with both general businesses and IT service companies across the country to deliver world-class technology solutions and support. We are passionate about fostering a collaborative, innovative environment where our team members and clients can thrive.

As a Core Services Technician at The 20, you will play a key role in supporting and maintaining the core IT services and infrastructure that enable our organization's operations. Your focus will be on ensuring the seamless functionality of IT environments for Managed Service Providers (MSPs) and their clients through expert troubleshooting, configuration, and communication. This position requires taking on tasks from a board assigned to the team, making it essential to be a self-starter who can collaborate effectively with multiple individuals.

Key Responsibilities:

• Manage and configure backup and disaster recovery (BDR) devices, including Unitrends and Datto solutions.
• Monitor BDR devices for failures, communication issues, and other performance concerns.
• Collaborate with MSPs to address IT administration and support needs.
• Work with MSPs to understand their business requirements and recommend best practices for implementation.
• Maintain consistent communication with coworkers and MSPs to meet and exceed client expectations.
• Assist in managing and configuring the Remote Monitoring and Management (RMM) platform.

Required Skills & Abilities:

• Ability to build and maintain professional relationships through clear communication, attentive listening, and a customer-focused approach.
• Proficiency in supporting and administering tools such as:
  • Backup Tools: Unitrends, Datto, Cove, Acronis, Axcient/Replibit, MSP360, Hyper-V, VMware.
  • RMM Tools: Kaseya VSA, N-Central, SolarWinds, NinjaRMM, Datto RMM, ConnectWise.
• Hands-on experience implementing and maintaining backup and disaster recovery solutions.
• Strong knowledge of Windows operating systems, with additional experience in macOS and Linux being a plus.
• Familiarity with virtualization technologies such as VMware or Hyper-V.
• Knowledge of network administration is advantageous.
• Proficiency in Active Directory (AD), antivirus management, OpenDNS troubleshooting, and spam filter troubleshooting.
• Windows patch management experience is a plus.

Education and Experience:

• 2–5 years of experience in the IT services industry providing solutions and support to clients.
• Strong troubleshooting skills to solve complex infrastructure issues.
• Excellent customer service skills with a focus on clear communication (verbal and written).
• Highly organized and detail-oriented, with a process-driven mindset.
• Demonstrated ability to effectively prioritize and manage multiple tasks.
• Experience working with ticketing systems, such as Kaseya BMS, is a plus.

Benefits:

• Comprehensive benefits, including medical, dental, vision, supplemental coverage, plus HSA/FSA options
• Competitive 401(k) participation with up to 4% contribution match
• Certification reimbursement to support your continued development
• Meaningful opportunities for advancement within a growing organization
• A culture built on drive, accountability, collaboration, and excellence

Environmental Conditions:

• The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work)
• Work is in an open office environment with steady conversation and interruption

The statements contained in this job description are intended to describe the general nature and level of work being performed by associates assigned to the job. They are not intended to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the individual(s) holding this position.