Business Unit: Network Services

Report to: Service Delivery Manager

Supervisory Responsibility: No

Classification: Exempt

Minimum Travel Requirement: 20%

About ITS:

IT Solutions Consulting, LLC is a Managed Services and Application Development company with over 25 years of experience. We provide reliable and secure IT support and strategic technology guidance to a diverse clientele. As a regionally recognized employer, we’re proud of our employee-ownership culture, that drives transparency and teamwork at all levels of our company, where our staff works closely together to consistently strive to make client success our success. Our tenured team of passionate problem solvers are empowered to make a difference in how our business is run and reap ongoing professional and financial rewards for their dedication and commitment.

Job Description

The Fast Response Technician is responsible for remote management support for multiple client networks of various sizes and levels of complexity. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. The Fast Response Technician position requires handling a full range of tasks, including desktop, server, network, and mobile device support. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

Responsibilities include but are not limited to:

• Manage service tickets that are assigned to your personal and team queue and respond in agreed upon timeframe.
• Traveling onsite to client offices to provide services as requested. Days not spent traveling will be worked {onsite at IT Solutions in Syosset, New York or at times working from home.)
• Provide superior service to customers and clients with limited supervision consistently.
• Provides remote hardware/software support, documentation, support logs and other related information throughout triage process.
• Interacts with telecommunication, hardware and software vendors and operates on the customers’ behalf to drive resolution of issues while providing regular progress updates to any incident stakeholders.
• Act as internal escalation point for other Technicians to engage for technical assistance or process guidance; and able to provide guidance to teammates on operational processes, troubleshooting or customer service.
• Responsible for the management of network, datacenter, security, and voice technologies. This includes but is not limited to Cisco, Sonicwall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper-V, NetApp and other technologies.
• Analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
• Uses monitoring tools to investigate potential issues or respond to monitoring events, this can include but not be limited to Kaseya VSA, Connectwise Automate, LogicMonitor, Nagios, etc.
• Assists in monitoring and maintaining network hardware and software; analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.

Required Skills:

• 1 years’ work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center and security technologies.
• 2 years as a level 1 helpdesk technician triaging reported issues and incidents by customers.
• Experience managing or troubleshooting all Windows desktop and Windows Server (2008-2022) versions.
• Experience managing or troubleshooting with Office 365 Exchange online and Microsoft Exchange 2010-2019.
• Proficient in recent versions of the Microsoft Office suite.
• Experience working with and providing support utilizing Remote Management Tools
• Experience with any of the following firewalls and remote access VPNs: Cisco AnyConnect, Meraki, Sonicwall, Fortinet, etc.
• Experience with a ticketing system, such as ConnectWise Manage
• Experience supporting virtual desktop environments: Multi-Server Remote Desktop Server farm w/ Secure Gateway is preferred.
• Communicate effectively with internal team members, customers, clients, and stakeholders.
• Excellent oral and written communication skills.
• Excellent attention to detail and time management.
• Confident and comfortable with client facing activity.

Compensation Package:

ITS offers a full benefits package, including:

• Rich Medical and prescription plans
• Dental & Vision
• Paid Holidays and Paid Time Off
• 401K/401K Roth with Safe Harbor matching
• Stock Appreciation Rights
• Company-paid life insurance, long-term and short-term disability insurance
• Company-paid mental health support & financial wellness services
• AFLAC
• FSA for medical and dependent care
• HSA option with compatible medical plan
• Wellness Program including gym membership discount
• Company-paid training, materials, and exams
• Performance-based bonuses
• Travel reimbursement

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.