Summary:

As a Senior IT Support Specialist, you will be a key technical resource responsible for providing advanced IT support to our clients. You will be part of a dynamic team that manages, monitors, and supports IT infrastructure for a diverse range of businesses. Your role will involve diagnosing and resolving complex technical issues, implementing new technologies, and ensuring that our clients' IT environments are secure, efficient, and aligned with industry best practices.

Key Responsibilities:

• Technical Support & Troubleshooting:
  • Provide advanced Level II/III support for escalated technical issues, including hardware, software, network, and server-related problems.
  • Diagnose, troubleshoot, and resolve complex issues in a timely manner, ensuring minimal disruption to client operations.
  • Act as a point of escalation for Level I/II engineers as needed.
• System Administration:
  • Manage and maintain client IT environments, including servers, networks, workstations, and cloud services.
  • Perform regular system health checks, backups, and security audits.
  • Implement and manage security solutions such as firewalls, antivirus, and patch management.
• Client Interaction:
  • Communicate effectively with clients to understand their technical needs, provide updates, and explain technical concepts in a clear and professional manner.
  • Conduct remote and on-site support as required, ensuring a high level of customer satisfaction.
• Project Implementation:
  • Assist in planning, coordinating, and executing IT projects, including network upgrades, server migrations, and cloud transitions.
  • Work closely with project managers to ensure that projects are completed on time, within scope, and according to client requirements.
• Documentation & Reporting:
  • Maintain detailed and accurate documentation of client environments, including network diagrams, configuration settings, and troubleshooting steps.
  • Generate reports on system performance, support activities, and project status.
• Continuous Improvement:
  • Stay up-to-date with the latest industry trends, tools, and best practices.
  • Contribute to the development of internal processes, tools, and knowledge bases.

Qualifications:

• Experience:
  • Minimum of 10 years of experience in IT support, with a focus on Level II/III technical support and System Administration roles.
• Technical Skills:
  • Proficiency in Desktop Support of Printers, IoT Devices, Windows and MAC OS, as well as: Windows Server, Active Directory, Office 365, and virtualization technologies (e.g., VMware, Hyper-V).
  • Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN, and VLANs. Experience with Cisco IOS is a plus.
  • Working experience setting up and maintaining VoIP phone systems such as 3cx, FreePBX, Cisco Call Manager.
  • Experience with cloud platforms (e.g., AWS, Azure) and remote monitoring/management tools.
  • Familiarity with security best practices, including firewalls, endpoint protection, and disaster recovery planning.
  • Working experience configuring and maintaining backup software, including performing file restorations.
• Certifications:
  • Relevant industry certifications such as CompTIA A+, Network+, Cisco CCNA or better, Microsoft Certified: Azure Administrator, MCSA, or equivalent are highly preferred.
• Soft Skills:
  • Excellent problem-solving abilities and attention to detail.
  • Strong communication skills, both written and verbal.
  • Ability to work independently as well as part of a team.
• Other Requirements:
  • Ability to work on-call rotation and provide after-hours support when necessary.
  • Valid driver’s license and reliable transportation for on-site client visits.
• MUST HAVES
  • 10+ years IT Help Desk experience working in a Managed Services or IT Service business.
  • Ability to work all levels of tickets including Level I and 0 tickets (Printers, passwords, etc.) that may come in.
  • Working experience configuring and maintaining Cisco Meraki and Ubiquiti network hardware in a commercial environment.
  • Customer service first personality with a strong desire to provide an excellent “white glove” experience for customers.
  • Generally a helpful person that will go the extra mile to do the right thing for the company and the customer.
  • Ability to work independently in a remote environment but also dispatch on-site when needed and collaborate with team members regularly.

Benefits:

• Health, dental, and vision insurance.
• Retirement plan with company match.
• Paid time off and holidays.
• Ongoing training and professional development opportunities.
• Collaborative and supportive work environment.