IT Technical Support Specialist

About the Role

This managed services provider specializes in providing strategic IT support and extensive cybersecurity services tailored for small and medium-sized enterprises. Acting as a strategic partner, the organization builds, installs, and manages resilient IT infrastructures to maintain business uptime and data protection. The service portfolio encompasses around-the-clock monitoring, helpdesk assistance, and thorough risk analysis, with a focus on rapid issue resolution and maintaining compliance with standards like those in the healthcare sector. You will join a team dedicated to vigilant system oversight and excellence in service. The operational approach centers on meeting client technological needs through scalable strategies and consistent interaction. This position suits an IT expert who wishes to work in a cooperative, service-focused setting that combines technical expertise with a dedication to fostering strong client relationships.

Requirements

• You should have practical experience in maintaining, configuring, and resolving issues within core Microsoft environments.
• You must show significant proficiency with Windows Server, Active Directory, and Group Policy, as well as Microsoft 365, Hyper-V, DNS, and DHCP.
• You are required to possess a strong grasp of networking concepts, including the ability to diagnose firewalls, switches, and wireless networks.
• You should be comfortable using remote access tools like Remote Desktop and RemoteApps.
• You must demonstrate exceptional customer service skills, including the ability to cultivate trust and manage challenging interactions effectively.
• You need prior experience developing and updating internal knowledge-base materials.
• You must be available to work between 9 am and 6 pm EST, maintain a professional attitude, and show a willingness to collaborate and learn.

Responsibilities

• You will act as a primary technical resource, diagnosing and resolving issues across Windows hardware, Microsoft 365 setups, network systems, and VoIP platforms.
• You will oversee the ticket queue, assigning priority to tasks and escalating issues whenever necessary.
• You will serve as the main contact for clients, managing their expectations and leading the process toward incident resolution.
• You will facilitate communication between clients and third-party vendors to overcome intricate technical challenges.
• You will draft and update knowledge-base articles to enhance the efficiency of service operations.
• You will attend recurring team gatherings and professional development workshops to uphold a culture of accountability and high-standard service.
• You will handle warm escalations to ensure clients receive a smooth and uninterrupted support experience.

Benefits & Perks

• You will work in an cooperative environment that promotes career development and provides ongoing support for your professional path.
• You will have access to industry-leading tools and comprehensive documentation to aid in your daily responsibilities.
• You will experience regular exposure to innovative technologies and take part in training programs organized by the team to ensure your technical skills remain current.
• You will be part of an organization that invites staff feedback and values your input in improving internal procedures.