Senior Technician, Managed Services

About ITS:  

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. 

Job Summary: The Senior Technician, Managed Services provides initial, tier one technical support to customers via inbound calls, email, in-person meetings and video calling by handling inquiries and troubleshooting basic technical product-related issues. The ideal candidate is a dedicated, relentless problem solver who gathers information to identify and assess the nature of the problem under moderate supervision. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service. 

Responsibilities:  

• Monitor and troubleshoot incidents based on established documentation to identify the nature and resolution of problems and perform incident escalation as needed.  
• Responsible for solving escalated tickets and providing customer service for clients with complex issues in a timely fashion.     
• Must have excellent troubleshooting skills, be able to triage a customer's issue based on the response catalogue, getting to the root of the problem in a timely matter and document issue(s).    
• Provide hardware/software support, documentation, support logs and other related information throughout the troubleshooting process.  
• Adhere to response catalogue and established team processes and ensure consistent services across all tickets and issues.   
• Interacts and works directly with internal teams and vendors to escalate technical concerns, provide customer updates, and drive incidents to resolution.   
• Provide support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customer's satisfaction.   
• Lead and mentor junior technicians, providing training and guidance to develop their technical skills and knowledge. 
• Coordinate with cross-functional teams to ensure seamless project execution, from planning through to completion, while adhering to budget and time constraints. 

Knowledge, Skills, and Abilities: 

• Strong oral and written communication skills   
• Effective time management and multi-tasking skills   
• Maintains the ability to stay organized and be detail-oriented   
• Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence 
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment 
• Knowledge of remote management tools 
• Ability to troubleshoot and configure workstations and hardware such as: printers, laptops, etc.    
• Ability to lift at least 50 pounds 

Experience: 

Bachelor's Degree, or equivalent level of experience in related field  

3 years in a helpdesk role, triaging reported issues and incidents by customers.  

2+ years’ work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center and security technologies.  

Experience managing or troubleshooting all Windows desktop and Windows Server (2012-Current) versions.  

Experience managing or troubleshooting with Office 365 Exchange online and Microsoft Exchange 2013-Current.   

Experience with any of the following firewalls and remote access VPNs: Cisco AnyConnect, Meraki, Sonicwall, Fortinet, etc.  

Experience with a ticketing system, such as ConnectWise Manage  

Experience supporting virtual desktop environments: Multi-Server Remote Desktop Server farm w/ Secure Gateway is preferred 

Certificates, Licenses, Registrations: 

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

IT Solutions is an equal employment opportunity employer that provides 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.