Mobius Internet, IT & Communications · Baton Rouge, LA

Managed Services Technician

Full-time · Baton Rouge Metro · On-site / Hybrid

Now Hiring Help Desk & Field MSP Environment Process-Driven

How we work: At Mobius, we build systems — not dependencies. This role isn’t supervised minute-to-minute. You’ll own a ticket queue, follow documented runbooks, and deliver consistent results without needing someone to check your work. If you thrive with clear expectations and the freedom to execute, you’ll love it here.

The Role

You are the face of Mobius for our SMB clients. You resolve issues, document what you did, and leave every environment better than you found it. You follow the process — and when the process is missing, you write it. Your work is measured by outcomes, not hours.

Scorecard — What Winning Looks Like

<4h

First response on P1/P2 tickets

90%+

Tickets closed with resolution notes

≥8/10

Client satisfaction score

Runbooks authored or updated monthly

Key Responsibilities

✅

Ticket Ownership

Own assigned tickets from open to close. No ticket sits stale. Every closure includes a resolution note a client could read.

📖

Runbook Adherence & Authorship

Follow documented SOPs for recurring issues. When a runbook is missing, write it before you close the ticket.

🖥️

Endpoint & Infrastructure Support

Windows/Mac, Microsoft 365, Entra ID, networking (DNS, DHCP, VLANs), printers, and AV systems.

📞

Hosted VoIP & Connectivity

Mobius-hosted PBXware clients, SIP device configuration, and internet troubleshooting across fiber and fixed wireless.

⚠️

Proactive Escalation

Escalate before a client notices. Hand off early — with full context already documented.

🤝

Client Communication

Update clients at defined intervals without being prompted. You set expectations; you meet them.

Required Skills

2+ years in a help desk or field tech role
Windows 10/11, Microsoft 365, Active Directory / Entra ID
TCP/IP networking fundamentals (DNS, DHCP, VLANs)
Remote support tools (RustDesk, RMM, TeamViewer)
Strong written communication — tickets, emails, client notes
PSA ticketing discipline (SuperOps or similar)
Valid driver’s license and reliable transportation

Bonus Skills

VoIP / SIP / PBXware experience
cPanel, WordPress, or web hosting support
Google Workspace administration
Intune or Jamf MDM
CompTIA A+, Network+, or Microsoft certifications
Experience in an MSP (multi-client) environment
Scripting basics (PowerShell, bash)

Our Operating Principles

📋

Process over heroicsFollow the runbook. Improve the runbook. Don’t wing it.

👁️

Full transparencyTickets are your paper trail. If it’s not in the PSA, it didn’t happen.

⏰

Proactive, not reactiveSpot problems before clients call. Report before they escalate.

🏆

Own your resultsYour scorecard is visible. You know if you’re winning.

Compensation & Benefits

Competitive hourly rate or salary — based on experience
Paid certifications and training (CompTIA, Microsoft, vendor certs)
Performance bonus tied to scorecard outcomes
Health benefits (details shared during interview process)
Flexible schedule once trust is established
Small, focused team — no bureaucracy, no drama

Ready to Apply?

Send your résumé and a one-paragraph answer: What’s the worst IT mess you’ve inherited — and how did you fix it?

Apply at careers@mobiusit.co