Description

This can be a fast-paced environment requiring multi-tasking as you resolve advanced issues and engineer new solutions. Technician receives customer service requests via phone or email to perform remote or onsite technical support for customers’ IT network, server, and workstation systems. Technician will monitor and respond to incoming support requests via phone, email, and our ticketing system. Technician is responsible for attempting resolution of any ticket and escalate tickets not able to complete themselves or contact vendors for support to complete ticket as necessary. Technician will contribute to company’s knowledgebase to maintain customer documentation and troubleshooting steps. Technician will also be encouraged to further education through reading, research activities and certifications.

This position will work directly with our Tier 3 group of consultants and engineers. This group is responsible for several tasks including troubleshooting escalated issues, configuring network equipment, installing servers, and performing migrations between on-premise and cloud solutions.

Ideal Candidate:

• Has experience in providing IT support for a company or with a Managed Services Provider (MSP)
• Strong computer hardware, software, and networking skills (Primarily Windows environments)
• Has a passion for computers and technology
• Has a desire to help others
• Is comfortable meeting and speaking to new people
• Excellent listening skills to understand client computer problems
• Works well under pressure
• Excellent time management and organization skills
• Excellent troubleshooting and problem solving for hardware and software issues
• Resourceful for finding solutions independently for new/unknown issues or only needs minimal assistance to find a resolution
• Can follow instructions
• High attention to detail
• Works well with others
• Can communicate clearly in English (both spoken and written)
• Available Monday–Friday 8am–5pm
• Willing and able to work occasional evenings and weekends

Requirements

• Provide remote and onsite IT technical support to client end users with the highest quality in customer service
• Create and process all customer service requests to resolve client issues in a timely fashion
• Perform onsite technical support and system installation at client sites
• Utilize research tools for reviewing client documentation as needed in support activities
• Maintain knowledgebase to ensure accurate articles for efficient client troubleshooting
• Thoroughly document all client support services on support tickets with items such as specific steps taken to resolve issues
• Complete technical support projects and tasks as assigned by manager
• Perform timely follow up activities with clients by email or phone to verify success of support activities when client was unavailable for review at the time of service, for example after hour service
• Develop & present monthly ongoing training activities to your manager and complete activities as outlined
• Attend company meetings as required

Knowledge & Experience:

• Minimum 5 years IT working experience/network administration
• Preferred 2 years experience working for an IT company or Managed Services Provider (MSP)
• Excellent problem - solving skills to be able to efficiently work client troubles to resolution using your knowledge, experience, system documentation, vendor support and online resources
• Ticket System – ConnectWise (Preferred), Autotask, or other ticket system
• Remote Monitoring & Management (RMM) – N-Central, Continuum, Autotask Endpoint Management (AEM), etc.
• Technology – Extensive knowledge and understanding of the following technologies:
  • Server Operating Systems and Roles
    • Microsoft Server Operating Systems
    • Microsoft SQL Server
    • Microsoft Exchange
    • Active Directory, DHCP, DNS
  • Microsoft Cloud
    • Azure
    • K8S
    • Office 365
    • SharePoint
    • OneDrive
    • Teams
  • Routing and Switching
    • Firewalls (Cisco ASA, Palo Alto, etc.)
    • Managed Switches (Cisco, Brocade, etc.)
    • Wireless Systems (Cisco, Meraki, Ubiquiti, etc.)
  • Virtualization
    • Hyper-V
    • VMware
  • Applications and Services
    • Veeam
    • Datto
    • Microsoft Office
    • Microsoft Visio
  • Hardware
    • Dell/HP Servers
    • Dell/Lenovo/HP Client Workstations and Laptops
  • Security
    • Network Vulnerability Scanners (RapidFire, Tenable, etc.)
    • Pen Testing
    • IDS/IPS Solutions
    • Content Filtering solutions

Additional Requirements:

• Clean driving record
• Pass background check & drug test

Job Type: Full-time

Salary Range: $120,000 (Salary Commensurate with Candidate Experience and Validated Work History)

Experience:

• IT Managed Service Provider (MSP): 2 years
• Network Administration: 5 years

Ideal Certifications:

• Microsoft Certified Systems Engineer (MCSE)
• Microsoft Certified Azure Administrator
• Cisco Certified Network Associate (CCNA)
• Cisco Certified Network Professional (CCNP)

Required work authorization:

• United States

Physical Requirements

• Must be able to lift, pull, and push up to 50 pounds
• Frequent bending, stooping, crawling, lifting, and reaching
• Ability to drive a pick-up truck or van
• Must be able to operate computer equipment for extended periods of time
• Must be able to stand for extended periods of time
• Must be able to drive a vehicle physically and legally
• Flexible to work after hours and on weekends as needed

Disclaimer

• This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities in this position. Management reserves the rights to add, modify, or change the essential functions of the job.