Virtual Pulsar is a Managed Service Provider located in San Antonio that provides reliable IT solutions to small businesses. We focus on businesses in healthcare and legal fields.

We prioritize excellent customer service for our clients. Our clients call regarding any and every IT issue under the sun. We value resourcefulness in diagnosing client concerns with empathy for their situation. Customer service involves visiting clients on-site to diagnose issues, answering calls, and support tickets promptly, and creating long-term tech solutions for clients.

Roles and Responsibilities

• Calmly provide conflict resolution and navigate escalated customer situations
• Collaborate and share knowledge with team members
• Professionally engage with customers
• Educate clients on network security, best practices, and articulate action steps, as needed
• Utilize ticketing system and CRM to respond to service requests via phone, email, and support tickets
• Document support ticket notes, analyze support ticket statistics, and resolve tickets quickly and efficiently
• Facilitate and execute projects such as email migrations, deployments, and onboarding
• Travel on-site or provide remote support to remediate support tickets
• Document on-site client assets, notes, etc. in our documentation portal
• Recognize trends and patterns in support tickets and work with team to provide proactive solutions
• Comfortably navigate multiple knowledge-bases to research solutions
• Monitor and maintain multiple network server environments
• Troubleshoot and diagnose system and network environments
• Conduct on-site assessments of customer environments

Required and Preferred Skills

• Education: Bachelors or Associates with Technical Certifications
• Experience: 5+ years of experience at an MSP or 6+ years' experience in Technical Support Role(s), anything less and you will NOT be considered
• Previous experience working with managed service providers that specializes in small-to-medium sized businesses
• Proficiency in navigating between multiple network environments
• Proficiency in building small-business level network server environments
• Proficiency in a variety of configurations and operating systems
• Proficiency in Windows Server OS
• Proficiency in Windows 10 Desktop
• Reliable Transportation
• Preferred: Familiar with Kaseya BMS and VSA Applications
• Preferred: Experience troubleshooting various EMR platforms
• Preferred: Familiar with macOS

*Please Note* Applications without completed Assessments WILL NOT be considered in our hiring process.

Job Type: Full-time

Pay: $23.00 - $28.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• San Antonio, TX: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Technical support/or working at an MSP: 5 years (Required)

Work Location: In person

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