Senior Support Technician

Vertilocity; Virginia (IL); Hybrid; USD 50,000 - 65,000; Full time

Benefits offered by this job

Annual bonus

Open PTO policy

Flexible work environment

401(k) match

Medical, dental, and vision insurance

Company paid life insurance

9 paid holidays

Annual performance reviews

Referral bonuses

Job summary

Vertilocity is seeking a Senior Support Technician to manage incidents with strong problem-solving and broad technology knowledge. You will communicate clearly, stay customer-oriented, and help achieve high first-call resolution on a dynamic service desk.

The role offers career growth and exposure to diverse client environments. The position requires 3+ years in technical support, Office 365 expertise, and familiarity with RMM/PSA tools.

Qualifications

• 3+ years of technical experience preferred.
• Professional IT certifications preferred.
• Previous customer support or service experience.
• Knowledge of computer and networking fundamentals.
• Experience with basic Microsoft Products.
• Experience with Office 365 products, services and management.
• Experience with RMM and PSA tools; ConnectWise Manage, Automate preferred.
• Microsoft MCSA Certification.
• Datto, Fortinet certifications a plus.

Responsibilities

• Senior Support on the Service Desk requires solid all-around technology skills in desktops, servers, networking, backup and DR.
• Projects may be assigned based on assessment by supervisors or managers.
• Manage support incidents via phone, email, or customer portal.
• Monitor and respond to system alerts and notifications.
• Support Microsoft core business applications and operating systems.
• Assist with disaster recovery solutions and configuration of workstations.
• Configure users in a Microsoft Domain Environment and manage network connectivity basics.
• Support remote access solutions: VPN, Remote Desktop Services, Azure Virtual Desktops.
• Document changes and maintain SOPs; communicate with clients on incident progress.

Job description

Work Arrangement:

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

Summary

A Senior Support Technician will be expected to have experience in managing incidents using solid problem solving and a broad understanding of technology. An excellent Senior Support Technician must have strong IT skills and effectively communicate the problem and explain its solution. They must also be customer-oriented and patient in dealing with demanding customers. Being Senior in the support role, this position has a higher first call resolution and can provide assistance to Support Technicians. The goal is to create value for clients that will help preserve Vertilocity's reputation and business. Vertilocity's Support is far more dynamic than typical service desks, wherein our employees are provided the opportunity to learn and work on all aspects of our client's technology. In doing so, Vertilocity provides staff with the ability to advance in their career paths and skill set. Vertilocity offers our Support Technicians a career, not a job.

Qualifications

• 3+ years technical experience preferred.
• Professional Information Technology Certifications although not required are preferred.
• Previous customer 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 skills pertaining to desktops, servers, networking equipment, backup, disaster recovery, and available tools and technology utilized by Vertilocity.
• 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 support incidents that come in via phone, email, or customer portal.
• Monitor/manage system alerts and notifications and respond accordingly through service incidents.
• Support technical issues involving Microsoft's core business applications and operating systems.
• Support of disaster recovery solutions.
• Installation and configuration of workstations.
• Malware removal.
• Configure users in a Microsoft Domain Environment.
• Basic technical Support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Basic remote access solution implementation and Support: VPN access, 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 while maintaining focus and productivity.
• Work with the Network Administrator to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Escalate service requests that require a higher level of 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 service incidents as it occurs.
• System documentation maintenance and review.
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Benefits We Offer

• Salary Range: $50,000-$65,000/year + Annual Bonus

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.

• 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) plan with company match and Safe Harbor Contributions.
• Medical, dental, and vision insurance.
• Company Paid Life Insurance.
• 9 Paid holidays.
• Annual Performance Reviews.
• And Much More…

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.