Senior Support Technician

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.
• MSCSA Certification.
• Datto, Fortinet certifications a plus.

Responsibilities

• Senior Support on the Service Desk requires that the individual has solid all-around technology skills pertaining to desktops, servers, networking equipment, backup, disaster recovery, and available tools and technology utilized by Vertilocity.
• At times, this role can be assigned project tasks based on the assessment of the Support Services Supervisor, Project Manager, or Network Administrator.
• Manage support incidents that come in via phone, email, or customer portal.
• Monitor/manage system alerts and notifications and respond accordingly through service incidents.
• Support technical issues involving Microsoft's core business applications and operating systems.
• Support of disaster recovery solutions.
• Installation and configuration of workstations.
• Malware removal.
• Configure users in a Microsoft Domain Environment.
• Basic technical Support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Basic remote access solution implementation and Support: VPN access, Remote Desktop Services, Azure Virtual Desktops.
• Installation and configuration of a variety of Line of Business Applications.
• Support network printing and network printing issues.
• Improve customer service, perception, and satisfaction.
• Fast turnaround of client requests.
• Ability to work in a team and communicate effectively.
• Ability to work on an individual basis while maintaining focus and productivity.
• Work with the Network Administrator to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Escalate service requests that require a higher level of review and Support.
• Enter time and expenses as they occur.
• Understand our internal processes by completing assigned training materials and understanding SOP's.
• Enter all work as service incidents as it occurs.
• System documentation maintenance and review.
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Pay

Salary: $60,000-$80,000

The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position, as well as geography of the selected candidate.

Benefits

• Competitive Compensation.
• Lucrative New Business & Employee Referral Bonuses.
• Anniversary Bonus.
• Open Paid-time-off Policy.
• We provide 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…

About the Role

Vertilocity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.