Senior Support Technician: Network & Server Escalations

Jobtailor; Woburn (MA); On-site; USD 70,000 - 110,000; Full time

Job summary

Jobtailor is seeking an experienced IT Support professional in the United States to act as a primary escalation point for complex issues and to manage network troubleshooting across client environments.

The role requires hands-on experience with Windows Server, hypervisors, and remote management tools, along with strong communication skills to liaise with customers and document processes.

Qualifications

• Minimum 5 years of IT experience.
• Strong network configuration, monitoring, and troubleshooting.
• Solid understanding of networking protocols.
• Experience with firewalls (SonicWALL, Fortinet, Cisco, etc.).
• Experience with Windows Server 2008–2022.
• Experience with Hyper-V and VMware ESXi.
• Experience with NinjaRMM, Kaseya, or similar tools.
• Proficient with Microsoft 365 and Google Workspace.
• Experience deploying Windows 10/11 and macOS.
• Excellent communication and teamwork; able to manage tasks independently.

Responsibilities

• Serve as primary escalation point for complex IT issues.
• Identify, diagnose, and resolve network problems.
• Communicate with customers until issues are resolved.
• Record, track, and document problem-solving steps.
• Research a wide range of computing issues.
• Provide application support and solutions to customers.
• Follow up with clients to ensure systems function after troubleshooting.

Skills

IT experience

Team player

Communication

Independent work

Tools

NinjaRMM

Kaseya

Hyper-V

VMware ESXi

Windows Server 2008-2022

Windows 10/11

macOS

Job description

Jobtailor is seeking an experienced IT Support professional in the United States to act as a primary escalation point for complex issues and to manage network troubleshooting across client environments.

The role requires hands-on experience with Windows Server, hypervisors, and remote management tools, along with strong communication skills to liaise with customers and document processes.