Senior Technician, Client Services

About the Company

IT Solutions is a nationally recognized leader in the IT space with over 25 years of experience and thousands of satisfied clients. We are a fast-growing Managed Service Provider specializing in high-end technology solutions for small and mid-market businesses. Our values include Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If these align with your values, we invite you to join and grow with us as we innovate to help businesses Experience Excellence.

About the Role

The Senior Technician, Client Services is part of the Managed Services team responsible for supporting one or multiple clients and handling inbound and escalated inquiries for the client’s products and services. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. You should enjoy learning new technologies on the fly while solving diverse technical challenges and understand the value of best practices. Managing the stress of client-down situations while providing excellent customer service is paramount.

Responsibilities

• Manage service tickets assigned to your personal and team queue and respond within agreed-upon timeframes.
• Provide superior service to customers and clients with limited supervision consistently.
• Deliver remote hardware/software support, documentation, support logs, and related information throughout the triage process.
• Manage network, datacenter, security, and voice technologies, including but not limited to Cisco, Sonicwall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper-V, and NetApp.
• Analyze and troubleshoot logs, track the nature and resolution of problems, and perform all levels of routing incident analysis.
• Use monitoring tools such as Kaseya VSA, Connectwise Automate, LogicMonitor, and Nagios to investigate potential issues or respond to monitoring events.
• Maintain network hardware and software; analyze and troubleshoot logs to track and resolve problems.
• Interact with telecommunication, hardware, and software vendors to drive issue resolution while providing regular progress updates to stakeholders.
• Collaborate with multiple advanced technician groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution.
• Work with the client’s internal service and project coordinators who assign tickets.
• Produce detailed service reports and communicate updates or changes internally and to clients.
• Travel onsite to client offices as required; non-travel days will be worked onsite at IT Solutions or from home.

Requirements

• Bachelor's Degree or equivalent experience in a related field.
• 3 years in a helpdesk role, triaging reported issues and incidents by customers.
• 2+ years’ experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, datacenter, and security technologies.
• Experience managing or troubleshooting all Windows desktop and Windows Server (2012-Current) versions.
• Experience managing or troubleshooting Office 365 Exchange online and Microsoft Exchange 2013-Current.
• Experience with firewalls and remote access VPNs such as Cisco AnyConnect, Meraki, Sonicwall, or Fortinet.
• Experience with a ticketing system, such as ConnectWise Manage.
• Experience supporting virtual desktop environments; Multi-Server Remote Desktop Server farm with Secure Gateway is preferred.
• Must have reliable transportation; majority of work is at client offices in Alton, MO (mileage reimbursed) with some work from home.

Skills

• Strong oral and written communication skills.
• Effective time management and multi-tasking abilities.
• Ability to stay organized and detail-oriented.
• Passion for solving problems and helping others; initiative in driving continuous improvement.
• Exceptional organizational skills and ability to self-manage in a fast-paced, dynamic environment.
• Understanding of all Microsoft 365 offerings and a basic understanding of Active Directory.
• Ability to lift at least 50 pounds and comfort with climbing step ladders.

Preferred Qualifications

• CompTIA A+ certification, Microsoft Windows certification, and/or Apple Mac OS certification.

Benefits

• Rich medical and prescription plans.
• Dental and vision coverage.
• Paid holidays and flexible paid time off.
• 401K/401K Roth with Safe Harbor matching.
• Stock Appreciation Rights.
• Company-paid life insurance, long-term and short-term disability insurance.
• Company-paid mental health support and financial wellness services.
• FSA for medical and dependent care; HSA option with compatible medical plan.
• Company-paid training, materials, and exams.
• Performance-based bonuses.