Alert Support Specialist

2–3 years of experience in a technical support or alert monitoring role. Proven experience troubleshooting network, system, and software issues. Working knowledge of ticketing systems (ConnectWise or similar). 2+ years in a customer-facing support environment, preferably in a Managed Services Provider (MSP) setting. Experience working with SaaS-based tools. Strong troubleshooting capabilities in IT environments. Familiarity with remote monitoring tools and alert platforms. Basic knowledge of virtualization, backups, patching, and network protocols. Experience with SaaS applications and Remote Management tools. Excellent written and verbal communication skills. Strong attention to detail and task prioritization. Team-oriented with the ability to work independently in a fast-paced setting.

Monitor and triage all alert tickets on the ConnectWise MSG boards. Prioritize and manage alert-based incidents based on severity. Troubleshoot and resolve hardware, software, voice, network, backup, and ITMS issues. Follow escalation protocols as needed for critical alerts. Deliver exceptional customer service via phone, video, and email communications. Maintain high-quality ticket documentation and resolution updates. Contribute to ticket quality control and process adherence. Collaborate with internal teams to ensure timely issue resolution. Maintain detailed documentation of customer environments.