Hybrid IT Support Technician

ZipRecruiter; Grandville (MI); Remote; USD 60,000 - 80,000; Full time

Job summary

A dynamic technology company is seeking an experienced IT technician to provide remote support and network setup for various clients. This role offers a structured career path with opportunities for growth and the chance to work in diverse environments. Candidates should have extensive experience in IT support, particularly with Office 365 and Windows Server, and possess strong troubleshooting and customer service skills.

Benefits

Full medical benefits

Two weeks paid vacation

Dental & vision insurance

401(k) matching

Qualifications

• 4+ years of experience in an IT Support role.
• Strong understanding of Networking and Security.
• Experience with Office 365 and Windows Server required.

Responsibilities

• Setting up customer networks from cloud to keyboard.
• Ongoing support for access points, firewalls, and switches.
• Remote troubleshooting of client issues.

Skills

Troubleshooting

Customer Service

Networking

Security

Implementation

Installation

Education

Bachelor's degree

Tools

Office 365

Windows Server

Firewall (Sophos, Cisco, etc.)

Virtualization

Job description

Job Description

Proactive Technology Management is looking for an experienced IT professional to join our team. We're seeking a motivated, independent IT expert confident in communicating with a team of talented technicians. If you enjoy working in diverse client environments providing excellent customer service and technical support, this role could be ideal for you! The candidate should possess broad IT knowledge and a high level of accountability, driven towards success and personal growth. We offer a well-defined career path with opportunities for advancement, increased responsibility, and compensation. The role involves working closely with multiple clients remotely and occasionally in person.

Location: We are looking for someone in the Grand Rapids area, Michigan.

What Makes Proactive Technology Different:

• Monthly check-ins and annual career planning
• Structured path for career development and personal growth
• Fun, team-oriented approach
• Continuous learning of new technologies
• We are Nuts about IT

The Position:

We are hiring an experienced technician with a proven track record in quality remote IT work. This position involves a mostly remote schedule with frequent travel. Candidates should have 3-7 years of experience at or above Tier 3 support level or in a specialist role.

If you enjoy engaging with multiple people daily and solving problems on the go, this role could be a great fit!

First 30 Days Expectations:

Week 1 - Shadow and Learn: Introduction to our team, processes, and accounts. Focus on understanding our systems, company structure, and daily routines. Shadowing, participating in larger projects, and joining call queues. Begin tracking time in our ticketing system (ConnectWise Manage).

Week 2 - Shadow and Start Doing: Transition to active troubleshooting and remote projects. Handle remote tickets and communicate with team members. Gain firsthand experience in client interactions and troubleshooting.

Weeks 3 and 4 - Do and Observe: Confidently handle call queue tickets, participate in hand-offs, and track hours diligently. A 30-day check-in will assess your readiness and understanding of job expectations.

During the first month, your billable hours target increases weekly:

Week 1 = 0 hours (tracking begins)

Week 2 = 12 hours

Week 3 = 20 hours

Week 4 = 26-30 hours, based on your set target

Minimum Requirements:

This role demands a strong understanding of Networking, Office 365, Windows Desktops, Windows Servers, Active Directory, and Security. Key skills include troubleshooting, implementation, and installation.

Must Have:

• 4+ years of experience in an IT Support role
• 4+ years of experience with Office 365 and Windows Server
• Firewall troubleshooting experience (e.g., Sophos, Cisco, Sonicwall, Watchguard)
• Network setup skills (installing APs, switches, firewalls)
• Knowledge of virtualization and networking
• Exceptional customer service skills

Good to Have:

• Bachelor's degree
• IT-related certifications
• MSP experience
• Leadership experience

Responsibilities:

• Setting up customer networks (cloud to keyboard)
• Windows Server installation and configuration
• Ongoing support for access points, firewalls, and switches
• Remote troubleshooting of client issues
• Monday - Friday schedule
• One Saturday per month for the first 18 months

Benefits:

• Full medical benefits
• Two weeks paid vacation
• Full-time employment
• Dental & vision insurance
• 401(k) matching