Senior Support Technician

About the role

In 1986, Robert L. Nelson founded the information systems consulting firm of R.L. Nelson and Associates, Inc. (RLN) to serve businesses in the Pittsburgh, Pennsylvania area. RLN grew steadily over the years, delivering quality services to multinational Fortune 500 companies and many other privately and publicly held businesses throughout the eastern United States. In 2007, RLN joined forces with Vertical Solutions, a Pittsburgh-based IT services firm, to create Vertilocity – an R.L. Nelson and Associates Company. The combined service offering and expertise spurred additional growth, and the company opened a new office outside of Denver, Colorado in 2012. In 2021, Vertilocity joined HBK, where they found shared values around client relationships and service. Vertilocity now has locations in North Carolina, Colorado, New Jersey, and Pennsylvania as well as team members around the country.

Responsibilities

• Manage incidents using solid problem solving and a broad understanding of technology.
• Communicate the problem and explain its solution effectively.
• Be customer-oriented and patient in dealing with demanding customers.
• Have a higher first call resolution and assist Support Technicians.
• Create value for clients to preserve Vertilocity's reputation and business.
• Learn and work on all aspects of client's technology.
• Work in a team and communicate effectively.
• Work individually while maintaining focus and productivity.
• Routinely route requests to the proper resource to be resolved quickly and efficiently.
• Escalate service requests requiring a higher level of review and support.
• Enter time and expenses as they occur.
• Understand internal processes by completing assigned training materials and understanding SOP's.
• Enter all work as service incidents as they occur.
• Maintain and review system documentation.
• Communicate with clients as required: keep them informed of incident progress, notify them of impending changes or agreed outages.

Qualifications

• 3+ years technical experience preferred.
• Professional Information Technology Certifications although not required are preferred.
• Previous customer support or service experience.
• Knowledge of computer and networking fundamentals.
• Experience with basic Microsoft Products.
• Experience with Office 365 products, services and management.
• Experience with RMM and PSA tools; Connectwise Manage, Automate preferred.
• Microsoft MCSA Certification.
• Datto, Fortinet certifications a plus.

Benefits

• Competitive Compensation.
• Lucrative New Business & Employee Referral Bonuses.
• Anniversary Bonus.
• Open Paid-time-off Policy.
• A flexible work environment to offer work/life balance.
• 401(k) plan with company match and Safe Harbor Contributions.
• Medical, dental, and vision insurance.
• Company Paid Life Insurance.
• 9 Paid holidays.
• Annual Performance Reviews.
• And Much More...

Pay

Competitive Compensation.

Schedule

Flexible work environment to offer work/life balance.