Senior Support Technician

Qualifications

• 5+ years of experience in IT support, systems administration, or network engineering
• Strong technical expertise across Microsoft 365, including mailflow, Exchange Online, and security compromise response
• Advanced knowledge of networking concepts such as firewalls, VPNs, and routing/switching
• Proficient in application support, endpoint/server troubleshooting, and security fundamentals
• Proven experience conducting Root Cause Analyses (RCA) and documenting clear, lasting resolutions
• Familiarity with help desk ticketing systems such as ConnectWise, Autotask, or similar MSP tools
• Excellent communication skills—able to translate technical findings into clear, empathetic explanations for clients and colleagues
• Calm under pressure with the ability to stay composed and effective during client crises
• Naturally curious and resourceful, asking great questions and digging deep to find solutions
• Highly self-motivated and accountable; takes ownership of complex issues while knowing when to escalate for support
• Proactive contributor to process improvement, documentation, and automation efforts
• Scripting or automation experience is a plus

Responsibilities

• Troubleshoots and resolves technical issues either remotely or at a client site within defined SLAs
• Participates on projects as assigned
• Provides technical assistance for escalated issues
• Appears to manage expectations of clients and peers
• Provides on-call 24/7 support after business hours at least 3 weeks per year
• Lead and perform Root Cause Analyses (RCA) for recurring or complex client issues
• Apply Service Excellence Principles in daily workflow to deliver human-first solutions
• Maintain high standards for case documentation and communication
• Proactively identify opportunities to improve documentation, internal processes, or client configurations