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 problems and solutions effectively to demanding customers.
• Provide assistance to Support Technicians and achieve higher first call resolution.
• Create value for clients to preserve Vertilocity's reputation and business.
• Work on all aspects of client technology, advancing career paths and skill sets.
• Manage support incidents via phone, email, or customer portal.
• Monitor and respond to system alerts and notifications.
• Support technical issues involving Microsoft's core business applications and operating systems.
• Support disaster recovery solutions.
• Install and configure workstations.
• Remove malware and configure users in a Microsoft Domain Environment.
• Support network printing and network printing issues.
• Improve customer service, perception, and satisfaction.
• Ensure fast turnaround of client requests.
• 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 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.

Skills

• Strong IT skills.
• Customer-oriented and patient.
• Effective communication skills.
• Teamwork and collaboration.
• Problem-solving abilities.
• Ability to work independently and manage multiple tasks.

Benefits

• Competitive Compensation.
• Lucrative New Business & Employee Referral Bonuses.
• Anniversary Bonus.
• Open Paid-time-off Policy.
• Flexible work environment.
• 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.

Pay

Competitive Compensation.

Schedule

Flexible work environment to offer work/life balance.