Senior Support Technician

Vertilocity; Nuʻuuli (AS); Hybrid; USD 50,000 - 65,000; Full time

Benefits offered by this job

Annual Bonus

Referral Bonuses

Anniversary Bonus

Paid time off

Flexible work

401(k) match

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Holidays

Performance Reviews

Job summary

Vertilocity is seeking a Senior Support Technician to manage incidents across desktops, servers, networking, backup and disaster recovery. You will handle calls, emails, and portal tickets, monitor alerts, and coordinate with the team to route requests efficiently.

The role requires 3+ years of technical experience and knowledge of Microsoft products, including Office 365, with familiarity in RMM/PSA tools.

Qualifications

• 3+ years technical experience preferred.
• Professional Information Technology Certifications although notrequiredare preferred.
• Previouscustomer support or service experience.
• Knowledge of computer and networking fundamentals.
• Experience with basic Microsoft Products.
• Experiencewith Office 365 products,servicesand management.
• Experience with RMM and PSA tools;ConnectwiseManage, Automate preferred.
• Microsoft MCSA Certification.
• Datto, Fortinet certifications a plus.

Responsibilities

• Senior Support on the Service Desk requires solid all-around technology skills pertaining to desktops, servers, networking equipment, backup, disaster recovery, and available tools used by Vertilocity.
• Occasionally assigned project tasks by Supervisor, Project Manager, or Network Administrator.
• Manage support incidents coming in via phone, email, or customer portal.
• Monitor and respond to system alerts and notifications via service incidents.
• Support issues involving Microsoft's core business applications and operating systems.
• Support disaster recovery solutions.
• Install and configure workstations.
• Configure users in a Microsoft Domain environment.
• Provide basic network level support: WAN/LAN, routers, firewalls, security.
• Implement and support remote access: VPN, RDS, Azure Virtual Desktops.
• Install and configure Line of Business Applications.
• Support network printing and related issues.
• Improve customer service, perception, and satisfaction.
• Ensure fast turnaround of client requests.
• Collaborate in a team and communicate effectively.

Job description

In 1986, Robert L. Nelson founded the information systems consulting firm of R.L. Nelson and Associates, Inc. (RLN) to serve businesses in the Pittsburgh, Pennsylvania area. RLN grew steadily over the years, delivering quality services to multinational Fortune 500 companies and many other privately and publicly held businesses throughout the eastern United States.

In 2007, RLN joined forces with Vertical Solutions, a Pittsburgh-based IT services firm, to create Vertilocity – an R.L. Nelson and Associates Company. The combined service offering and expertise spurred additional growth, and the company opened a new office outside of Denver, Colorado in 2012.

In 2021, Vertilocity joined HBK, where they found shared values around client relationships and service. Vertilocity now has locations in North Carolina, Colorado, New Jersey, and Pennsylvania as well as team members around the country.

Continued growth requires talent, so we continue to seek capable, dedicated professionals in different capacities across our family of companies. Our recruits choose their career paths. We want you to excel in your career as part of a dynamic team, and we provide the support and the resources to help you succeed. The breadth and depth of experience we offer you is unique in the marketplace.Please read on to discover if you see yourself joining our team.

Work Arrangement

2 days per week at client's site in Winchester, VA. The rest is work from home.

SUMMARY

ASeniorSupportTechnicianwillbe expectedtohave experience in managingincidentsusingsolid problem solving and a broad understandingof technology.

QUALIFICATIONS

• 3+ years technical experience preferred.
• Professional Information Technology Certifications although notrequiredare preferred.
• Previouscustomer support or service experience.
• Knowledge of computer and networking fundamentals.
• Experience with basic Microsoft Products.
• Experiencewith Office 365 products,servicesand management.
• Experience with RMM and PSA tools;ConnectwiseManage, Automate preferred.
• Microsoft MCSA Certification.
• Datto, Fortinet certifications a plus.

RESPONSIBILITIES

• Senior Support on the Service Desk requires that the individual has solid all-around technology skillspertainingtodesktops, servers, networking equipment, backup, disaster recovery, andavailabletools and technologyutilizedbyVertilocity.
• At times, this role can be assigned project tasks based on the assessment of the Support Services Supervisor, Project Manager, or Network Administrator.
• As with all Service desk Issues, the resource is expected to manage supportincidentsthat come in via phone, email, or customer portal.
• Monitor/manage system alerts and notifications and respond accordingly through serviceincidents.
• Support technical issues involving Microsoft's core business applications and operating systems.
• Supportofdisaster recovery solutions.
• Installation and configuration of workstations.
• Malware removal.
• Configure users ina MicrosoftDomain Environment.
• Basic technicalSupport at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Basic remote access solution implementation andSupport: VPNaccess, 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 whilemaintainingfocus and productivity.
• Work with theNetwork Administratorto ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Escalate service requests that requireahigherlevelof 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 serviceincidentsas it occurs.
• Systemdocumentationmaintenance and review.
• Communication with clients asrequired: keeping them informed of incident progress,notifying themof impending changes or agreed outages.

BENEFITS WE OFFER

• Salary Range: $50,000-$65,000/year + Annual Bonus
• 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) planwith company matchandSafe Harbor Contributions.
• Medical,dental,andvisioninsurance.
• Company PaidLife Insurance.
• 9Paid holidays.
• Annual Performance Reviews.
• And Much More

The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position, as well as geography of the selected candidate.

Vertilocity provides equal employment 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.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.