What are the responsibilities and job description for the Senior Technical Support Representative position at Isogent - We Help People with Technology?
About Us
We are a growing Managed Services Provider (MSP) delivering customized IT solutions to small and mid-sized businesses. Our work spans cloud, infrastructure, security, and network environments—often requiring creative, non-cookie-cutter solutions.
We’re a team that values ownership, curiosity, and continuous improvement. If you enjoy solving problems that don’t have a playbook, you’ll fit in well here.
The Role
We’re looking for a Senior Technical Support Representative with deep experience in network architecture, troubleshooting, and systems integration. This is not a ticket-queue role.
You’ll be trusted to own problems end-to-end, design solutions, and support a variety of client environments with minimal oversight.
What You’ll Actually Do
- Diagnose and resolve complex network and infrastructure issues across multiple client environments
- Design, implement, and maintain network solutions (routing, switching, firewalls, VPNs, cloud networking)
- Act as a senior escalation point for difficult technical issues
- Work across technologies (on-prem, cloud, hybrid) to deliver practical solutions
- Document solutions and contribute to improving internal processes
- Collaborate with team members while maintaining a high level of autonomy
What We’re Looking For
You’ll likely be a strong fit if:
- You have 8–12 years of hands-on IT experience, with a strong focus on networking
- You’re comfortable working across Cisco, Fortinet, Ubiquiti, or similar platforms
- You’ve supported multi-client or MSP environments (preferred)
- You can troubleshoot issues that don’t have obvious answers—and enjoy doing it
- You’re confident working independently without needing step-by-step direction
- You have experience with cloud networking (Azure/AWS) and hybrid environments
- You naturally dig deeper to understand root causes—not just quick fixes
Bonus Points (Not Required)
- Certifications such as CCNP, CCIE, or equivalent experience
- Experience with scripting/automation (PowerShell, Python, etc.)
- Exposure to security frameworks or best practices
- Experience mentoring junior engineers
How We Work
- We prioritize ownership over micromanagement
- We value people who take initiative and continuously improve their skillset
- We solve real problems for real businesses—often requiring creative thinking
- We invest in people who invest in themselves
Why Join Us
- High-impact role with real autonomy
- Exposure to a wide range of technologies and environments
- Opportunity to shape solutions, not just maintain them
- A team culture built on accountability, growth, and technical curiosity