Senior Support Technician

Vertilocity; Winchester, Northern (VA, KY); Hybrid; USD 50,000 - 65,000; Full time

Benefits offered by this job

Salary range $50,000-$65,000/year

Annual bonus

Open PTO policy

Flexible work environment

401(k) plan with match

Medical, dental, and vision insurance

Company paid life insurance

9 paid holidays

Annual performance reviews

Job summary

Vertilocity is seeking a Senior Support Technician in Winchester, VA. You will manage incidents, resolve technical issues, support Microsoft OS and applications, and assist with disaster recovery. The role requires solid IT knowledge, strong communication, and a customer-focused mindset to deliver value for clients.

The position involves 2 days per week at client site in Winchester and the rest remote. Growth is supported through training, documentation, and varied technology exposure.

Qualifications

• 3+ years 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

• Manage incidents via phone, email, or portal.
• Monitor and respond to system alerts and notifications.
• Support Microsoft core business applications and operating systems.
• Assist with disaster recovery solutions.
• Install and configure workstations.
• Perform malware removal and security checks.
• Configure users in a Microsoft Domain Environment.
• Basic network support: WAN/LAN, routers, firewalls.
• Remote access support: VPN, RDS, Azure Virtual Desktops.
• Install and configure Line of Business applications.
• Support network printing and related issues.
• Communicate progress and ensure timely response to clients.
• Escalate complex requests when needed.

Skills

Technical experience

IT certifications

Customer support

Networking fundamentals

Microsoft products

Office 365

RMM/PSA tools

ConnectWise Manage

ConnectWise Automate

MCSA Certification

Datto Fortinet certs

Tools

ConnectWise Manage

ConnectWise Automate

Azure

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

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.

Our Work Experience is the combination of everything that’s unique about our culture, our core values, our company meetings, our commitment to success, our recognition programs, but most importantly, it’s our people. Our employees are self-disciplined, hardworking, curious, trustworthy, humble and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in our area.