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.

Benefits

• Salary: $60,000-$80,000
• 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…