Technical Support Specialist

Resilient Networks

Resilient Networks is a Security, Voice, Data, and Wireless Technology firm that thrives on partnering with local and regional business leaders who demand highly performing technology to run their business.

Mission: Deliver enterprise-class Technology Managed Services that empower our clients’ growth and long-term success, with a keen eye on security. We maintain a distinct focus on providing innovative solutions and responsive acute care for our clients’ technology needs.

Department: Technical Team

Location: Williston, Vermont

Reports to: Service and Support Coordinators / President

FSLA: Exempt

About the Role

Are you motivated to help people? Are you the type that can't let go of something until you figure it out?

Let's talk.

Key Responsibilities

·     Provide technical support for our client’s staff via phone, email, and in-person.

·     Diagnosing and troubleshooting hardware, software, and network issues.

·     Install, configure, and maintain desktop operating systems, business networking equipment, and wireless technologies.

·     Document support interactions and resolutions in ticketing systems.

·     Collaborate with engineering and product teams to identify recurring issues and suggest improvements.

·     Maintain system functionality by testing components and applying updates.

·     Assist with onboarding new team members and setting up their IT environments.

·     Develop and maintain knowledge base articles and training materials.

·     Ensure client confidence by maintaining data confidentiality and security.

·     Participate in strategic vendor relationships and escalate issues as needed.

·     Support purchasing and finance teams with product strategy and invoicing accuracy.

What It Takes

We pride ourselves on delivering a high quality of service with a focus on the details that make a difference. We are a team of individuals who pride ourselves on creative thinking that uniquely addresses our clients’ challenges.

Minimum Experience Required

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• 5 years of experience in technical support or help desk roles.
• Strong knowledge of Microsoft Windows, networking protocols, and desktop support tools.
• Strong knowledge of Apple MAC and iOS Devices
• Experience with Microsoft M365 Admin, Teams, Outlook, Active Directory, Printers, Mobile Devices, Azure and AWS Experience would be a plus.
• Experience with Google GSuite, GDrive and other Google Platform features
• Excellent troubleshooting and problem-solving skills.
• Strong communication and customer service abilities.
• Ability to work independently and as part of a team in a fast-paced environment. Ability to work in a service-oriented team environment with strong organization, analytical, communication, and time management skills. 
• Ability to demonstrate independent thinking and judgement with minimal oversight 
• Able to work in Williston, Vermont (Required)

Skills We are Looking For

• Proven ability to collaborate and build strong relationships with both internal and external stakeholders
• Skilled change management agent
• Strong analytical thinking and solutions orientation
• Customer support experience with an understanding of triage and relationship management
• Excellent communication skills, both written and verbal
• Strong attention to detail
• Excited about Resilient’s mission of providing acute care and the best IT managed services
• Eligible to work in the United States

Benefits:

·     Health Insurance

·     Retirement plan

·     Paid time off

·     401K

·     Paid Holidays

·     Professional development assistance

·     Possible Quarterly and Annual Paid Bonus for Profitability and Performance

Job Type: Full-time

Environment: On-site support required, remote work not available for this role.   Occasional after-hours or on-call support may be needed.

Compensation: Salary Based on Experience, including Bonus and Profit Sharing