Senior Support Technician

Summary

Paragus IT is the largest outsourced IT vendor in the Pioneer Valley, and we are just getting started. We aspire to serve 1000 customers across the entire country, and we won’t stop until we get there. Ranked as one of Forbes Small Giants, we have an intense focus on culture, people, process, and continuous improvement. We are determined to be the best at everything we do, and we aren’t afraid to do the hard work required to get there. We’re on a mission to deliver peace of mind through human-first IT experiences. We’re not just fixing problems - we’re building trust. As a Senior Case Agent, you’ll be the go-to expert for our most complex technical challenges, leading with empathy, precision, and expertise. You’ll support clients across networking, Microsoft 365, and application environments - all while mentoring your peers, strengthening documentation, and modeling what exceptional IT service looks like. This position is part of our Service Desk team and reports directly to the Service Team Manager. The ideal candidate is an independent problem-solver who knows when to raise the flag and loves turning chaos into calm.

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 - Strong mentoring mindset; enjoys coaching and guiding others to improve their technical capability - Proactive contributor to process improvement, documentation, and automation efforts - Ability to balance speed with quality, ensuring solutions are efficient and built to last - 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 - Appropriately manages 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.