About Macktez

Macktez was founded in 1996 by Noah and Michael, our current CEO and COO. We are a small but mighty team who believe in building lasting relationships with clients as well as Team members. Many of our Clients and Team members have been with us for over 10, 15, or even 20 years.

Our Team loves:

• Working with a group of talented, smart, and hard-working people who care about one another and their work.
• Our commitment to professional development and mentorship, and the opportunity to learn about new skills and technologies every day.
• The exciting array of clients we get to work with, and the diverse problems we get to solve for them. Read our and to learn more about the cool things we’ve been up to!

About You

• You are curious, self-motivated, and driven toward ongoing self-improvement.
• You have a range of technical experience, on your own and with other companies, working with Mac and Windows.
• You’re often the smartest person in the room and are looking for real collaboration with people whose knowledge complements and outpaces your own.
• You have the ability to analyze a complex technical scenario and communicate clearly, either in person or writing, a solution you recommend pursuing.
• You look forward to active involvement from senior Team Members.

About the Role

Working within our Technology Services department, the IT Support Specialist will bring real world experience in technical support, with a focus on MSP and Network troubleshooting. Members of this department report to the Director of Technology Services, and are responsible for break/fix user support, MSP services, and network troubleshooting. The IT Support Specialist will respond to a wide range of requests from clients, automated systems and alerts, and other Team members. The IT Support Specialist will also support the work of our Projects department, which designs and deploys new solutions for Clients ranging from network overhauls to conference room equipment installations.

Responsibilities (What you’ll do)

• Perform on site and remote troubleshooting for workstations, networks, and servers.
• Create and maintain clear, accurate, and informative documentation for hardware, applications, and standard operating procedures (SOPs).
• Provide technical support of networking equipment: WAN and LAN connectivity, routers, firewalls, and security.
• Troubleshoot and resolve technical issues involving Google and Microsoft’s core business applications, Cloud offerings, and environments for clients.
• Manage and support disaster recovery and business continuity solutions.
• Communicate with clients and Team members regarding incident progress, impending changes, agreed outages, and resolutions.
• Work in a collaborative team environment, as well as independently.
• Prioritize and complete on time a wide range of requests, coming from tickets, escalated tickets from other Team members, project plans, and other requests from users and Team members.
• Provide feedback and guidance to other Team members on documentation as well as technical solutions.

Qualifications (What you bring)

• 3-5 years of help desk support experience
• Intermediate to advanced networking experience:
• A solid theoretical and practical understanding of TCP/IP networking concepts and technologies (e.g. DNS, TCP/UDP, DHCP, subnets, broadcast domains, multicast, VLANs, ARP, SSH).
• Extensive experience with LAN/WAN networks (e.g. firewall and switch configuration, routing, IPSec, SSL, NAT/PAT, fiber optics).
• Strong personal organization, prioritization, and time management skills.
• Excellent interpersonal and communication skills (written and verbal). You enjoy working with people of varying technical proficiencies.
• A proven track record of staying calm under pressure. You collaborate effectively and provide excellent customer service even in stressful circumstances.
• Experience authoring and updating detailed, clear technical documentation.
• Curiosity and a passion for learning new technologies. You probably have a home lab that you are excited to talk about.
• You enjoy mentoring and teaching others.
• Sound judgment: you can diagnose technical issues and recognize when issues should be escalated.
• Expertise in macOS and Windows troubleshooting (e.g. System Administration, MDM, Encryption)
• Experience managing Microsoft Active Directory, Okta, JumpCloud, or another identity management service (e.g. AD, Azure AD, LDAP, RADIUS, SAML, SCIM)
• Ability to work 3-5 days per week at Macktez’s East Village office, and on site at client offices throughout the NYC area as needed.

Additional Preferred Qualifications:

• At least 1 year of MSP experience
• Working knowledge of ticketing systems
• Experience with Cisco, Sonicwall, Mist, and Ruckus configuration and administration
• Experience with cloud computing (Azure, AWS, GCP)

Benefits

• 12 paid days off
• Medical, dental, and vision benefits
• Access to a 401(k) with company matching
• Access to commuter benefits
• Discounted CitiBike membership
• One Medical membership

Job Type: Full-time

Pay: $85,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• Weekdays

Ability to Relocate:

• New York, NY 10009: Relocate before starting work (Required)

Work Location: In person