Technical Support Specialist I
ConnectWise
Job Overview
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Job Description
General Summary
The Technical Support Specialist I is responsible for assisting ConnectWise partners in diagnosing and resolving product issues or questions. The role involves troubleshooting, resolving, and documenting issues while working with cross-functional teams to ensure partners have a positive experience with ConnectWise products.
Required Skills
- Troubleshooting in Windows with secondary expertise in OSX, Android, and iOS
- End user support experience in IT or MSP environments
- Strong problem solving, critical thinking, and communication skills
- Customer service and help desk support
- Basic networking skills
Preferred Skills
- System Administration for Windows/Mac OSX Server
- Scripting and SQL
- Advanced networking and firewall configuration
Essential Duties & Responsibilities
- Provide detailed support and research partner issues
- Document troubleshooting and resolutions clearly
- Engage with partners via email, phone, chat, cases, and remote sessions
- Monitor backup and service failure events
- Contribute to internal and external knowledge base articles
Knowledge, Skills, and Abilities
Ability to work independently, adapt to new technologies, and communicate effectively. Familiarity with backup technology, virtualization, cloud technology, Linux operating systems, and cross-functional teamwork experience is required.
Educational and Experience Requirements
- Bachelor’s degree in a related field or equivalent business experience
- Minimum 6 months to 1+ years of relevant technical support experience
- Experience in a technical, service-oriented position is preferred
- Experience troubleshooting Windows and Linux servers is an advantage
Equal Opportunity Statement
ConnectWise is an Equal Opportunity Employer dedicated to building a diverse and inclusive workforce. We provide equal employment opportunities to all employees and applicants without regard to any protected characteristic. Reasonable accommodations are available upon request.
Key skills/competency
- Troubleshooting
- Windows
- OSX
- Customer Service
- Communication
- Networking
- System Administration
- Scripting
- Documentation
- Technical Support
How to Get Hired at ConnectWise
- Customize your resume: Highlight troubleshooting and customer service skills.
- Research ConnectWise: Understand their products and global impact.
- Showcase adaptability: Emphasize technical certifications and learning.
- Prepare with examples: Demonstrate problem resolution successes.
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