In our first episode, we go behind the scenes with Joe, Help Desk Technician at Fizen Technology, to uncover what a typical day looks like for MSP support staff.

Joe gives us an inside look at his responsibilities, which range from working tickets and onboarding new employees to taking client calls and conducting on-site support. We learn how foundational IT knowledge and strong customer service skills are critical to succeed in this role.

Balancing proactive maintenance and reactive troubleshooting is also discussed. Joe shares how taking a proactive approach to identify and prevent problems is key, though reactive work still makes up a significant portion of the job.

Additionally, Joe provides perspective on building relationships with clients, overcoming challenges, and resolving major IT issues. By maintaining composure and clear communication, they’re able to develop trust and deliver effective support.

Finally, Joe makes the case for outsourcing to an MSP, highlighting benefits like 24/7 monitoring, access to expertise, improved efficiency, and enhanced security. He advises organizations to keep an open mind, as partnering with an MSP can take time to adjust to but pays dividends in minimizing downtime.

Whether you’re considering a career in managed IT services or exploring outsourcing your company’s IT support, this insider view provides helpful insights and advice.

Please call us directly or fill out the following contact us form, to schedule a time to speak with us. There are many ways you can contact Fizen Technology. We are looking forward to meeting you!

Main Number: 813-985-7972

https://fizentech.com/contact/