Position: Senior Technical Support Specialist – Level 3

Shipshape IT is seeking to grow its technical team to keep pace with its steady growth. Shipshape IT is a provider of fixed-price IT support to small and mid-size businesses in the DC metro area. The company is looking for highly motivated individuals with the ability to effectively communicate with both internal staff and clients. Candidates must also possess strong information technology background and knowledge.

Position Summary

The Senior Technical Support Specialist (Sr. TSS) role within the Support Services group will be responsible for ensuring most complex client-facing customer support requests are resolved in a complete, correct and timely manner. Typical responsibilities are:

Ownership of Client Issues - The Sr. TSS should be able to take ownership of any support request and either take direct action to resolve any problems or engage the correct internal or external resources to resolve the issue. They should be proactive in taking ownership of the most difficult and complete issues or outages.

Resolving System Outages - In addition to handling escalations, the Sr. TSS will respond to network and server monitoring to ensure maximum uptime for all clients. This will include managing communications and driving resolutions.

Training and Mentorship - The Sr. TSS should be proactive in identifying areas where more junior staff members are struggling and should be available to train new and more junior staff on a regular basis.

Small Client Management – The Sr. TSS will be the primary point of contact for a small number of smaller clients in providing technical guidance and solution design.

Preferred Experience Background

Our ideal Sr. TSS will have 5+ years of prior experience working for an MSP or onsite as support staff for a small business. Our ideal team members will strive to provide a high level of customer service and possess exceptional communication skills with both coworkers and clients. The Sr. TSS will proactively take ownership of the most challenging customer requests and will either see them through to resolution or engage other senior staff to employ scalable and reliable solutions. The Sr. TSS will provide escalation support, leadership and mentorship to junior staff.

Responsibilities

All areas of responsibility listed below are essential to the satisfactory performance of this position. Any non-essential functions are assumed to be included in "other related organizational and logistical duties as may be reasonably assigned":

• Respond to and resolve client incidents via remote and on-site desktop support. Incidents are submitted via phone calls and email.
• Provide guidance and ownership to issues escalated from tier 1 and tier 2 staff.
• Resolve client system outages and coordinate client communication.
• Maintain ownership of multiple client issues and incidents while independently researching reliable and scalable solutions.
• Provide recommendations on technology and process improvements to improve reliability and efficiency for both clients and internal staff.
• Act as Technical Advisor to a small set of smaller clients, providing technical guidance and consulting for IT strategy.
• Facilitate hardware orders and deploy new workstations
• Update client documentation and standard procedures
• Maintain response SLAs and follow standard operating procedures for triage and troubleshooting.
• Provide leadership and mentorship to other Support Services staff to ensure a positive and effective client experience.
• Provide regular status updates to Support Service Manager and other senior staff.
• Attend regular individual and team supervision meetings
• Maintain top-level customer service and communications, both written and verbal, within Shipshape IT and with clients.
• Participate in training and development of customer service and technical skills.
• Participate in Shipshape IT on-call rotation

Required Experience

The position requires extensive experience working with:

• Windows Desktop OS (installation, support, and basic troubleshooting)
• Mac OS
• Microsoft Office Applications (basic use, installation, and troubleshooting)
• Windows ServerOS
• Windows-based server hardware and virtualization technologies
• Windows Active Directory Administration
• Microsoft 365 Management (Users, Teams, Exchange, OneDrive, Sharepoint)
• Cybersecurity best practices and compliance
• Microsoft Azure Administration
• Managed antivirus/EDR solutions
• Managed backup solutions
• TCP/IP networks and network devices (routers, switches, firewalls) troubleshooting and configuration
• Wireless Network Connectivity
• DNS and SSL certificates
• Apple and Android phone

Education and Certifications Preferred, Not Required

Bachelor's degree in Computer Science or Information Systems, or other related disciplines

Certifications: CompTIA A+, Network+, Security+, MCSE, VMware

Additionally Must Possess

As Senior Technical Support Specialist, you will interact extensively (both over the phone and in person) with end-users that possess a wide range of technical knowledge. As such, you will need to possess strong analytical skills, excellent interpersonal skills, ability to design workable solutions to problems in a timely manner, the ability to travel to client sites (local travel only) and a strong customer service ethic.

You may be responsible for, and candidates should be able to perform light physical work. Examples would include things such as lifting, moving, and relocating computers or other information technology infrastructure within an office or data center facility.

Job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee.

Shipshape IT is an Equal Opportunity Employer