Support Specialist

RoundTable Technology; Town of Maine (NY); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Focused Support Specialist to join their dynamic team. This exciting role involves providing advanced technical support, troubleshooting complex IT issues, and ensuring optimal performance of client systems. You will be part of a collaborative environment that values continuous learning and improvement, working closely with engineers to deliver top-notch customer service. If you are passionate about technology and committed to client satisfaction, this position offers a thrilling opportunity to make a significant impact in the managed services sector. Join a company that is dedicated to fostering a culture of growth and excellence!

Benefits

Long & Short-Term Disability

Life Insurance

Simple IRA with Matching

Reimbursement for travel

Certifications and training reimbursement

Qualifications

• 5+ years of IT support experience in a managed services environment.
• Strong analytical and problem-solving skills with a customer service focus.

Responsibilities

• Provide advanced technical support and troubleshoot complex issues.
• Collaborate with teams to ensure seamless client support and communication.

Skills

Technical Support

Troubleshooting

Networking Technologies

Customer Service

Analytical Skills

Communication Skills

Leadership Skills

Cloud Solutions

Disaster Recovery

VoIP Systems

Education

Bachelor's degree in Computer Science

Equivalent work experience

Tools

Remote Desktop Tools

Ticketing System

Backup Solutions (Datto, Veeam)

Anti-virus & Anti-malware Solutions

Job description

RoundTable Technology is a growing IT company offering premier managed IT services to nonprofits. We are headquartered in Frisco, Texas with offices and staff in Maine, New York City, Connecticut and the Philippines.

Wanted: Customer Focused Support Specialist

Are you a customer service-oriented team player with a passion for technology who knows how to communicate effectively, demonstrate confidence and make customers feel that no matter what, we will find a way to solve their problems? Do you look forward to the next opportunity to solve a problem? Are you passionate about security and data protection?

For the customer-focused specialist who said “yes” to all of these questions, we’d like to meet you.

We are a small, fast-growing Managed Services Provider that needs an IT Professional to join a team of Engineers who service small to medium-sized businesses in the Maine, Dallas-Fort Worth Texas, New York, NY area and occasionally Stamford, Connecticut locations. Ideal Candidates would have several years of work history with an MSP providing Level 2/3 support with knowledge across a wide range of networking technologies. This is a Tier 2/3 Position and applicants should have a minimum of 5+ years of experience.

Our team consists of a mobile workforce working remotely from home, providing support to our clients, but this position may require occasional Onsite Field Support and Project Work to clients in the region.

In this position, you will work with a fantastic group of engineers who embrace continuous improvement and learning. We share our knowledge to grow the team and expand our expertise. We are one of the most successful MSPs in our target space and have an excellent reputation and client base. If you enjoy a culture of customer service, collaboration and learning, you will find our organization to be a thrilling opportunity and a wonderful place to call home.

Role Overview

In this position, you will play a crucial role in ensuring the smooth functioning and optimal performance of our clients' IT systems. You will be responsible for providing advanced technical support, resolving complex issues, and offering expert guidance to our clients and the IT support team. With your in-depth knowledge and problem-solving skills, you will lead efforts to enhance IT processes, implement best practices, and deliver top-notch customer service.

Primary Responsibilities

1. Technical Support and Troubleshooting:

• Provide technical support to clients via phone, email, and remote desktop tools.
• Travel to and provide on-site support to clients as needed.
• Troubleshoot issues related to software, hardware, and networking.
• Document all client interactions in RTT’s ticketing system.
• Escalate complex issues to escalation engineers or management as needed.
• Keep up-to-date with the latest technology trends and industry best practices.
• Participate in on-call rotation for after-hours support.

Support Team Operations:

• Participate in daily support team huddles (am/pm).
• Participate in bi-weekly support team L10 meetings.
• Collaborate with other Support Desk Engineers/Technicians to share technology solutions and best practices.
• Help maintain and expand Support Team documentation/knowledge base.
• Collaborate with vendors and third-party providers to resolve escalated technical issues.

Collaboration and Communication:

• Collaborate with cross-functional teams, including Customer Success Managers, Strategic Services, NOC and Cybersecurity teams, to ensure seamless support of client networks and endpoints.
• Communicate project status, risks, and issues to client stakeholders and internal teams, providing regular updates and ensuring expectations are managed.
• Act as a technical point of contact for clients and internal teams, offering guidance and recommendations.
• Stay up-to-date with industry trends and emerging technologies related to networking, hardware and cybersecurity.
• Demonstrate a learning mindset and a commitment to personal growth and development by seeking out training opportunities and actively learning.
• Actively participate in RTT’s culture, including demonstrating and modeling our core values.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent work experience will be considered.
• Proven experience (5+ years) in providing IT support and troubleshooting, preferably in a client-facing or managed services environment across a variety of hardware, software, and networking topics including but not limited to:
• On Premise and Hosted Mail Solutions (Exchange / Google / O365)
• Server Environments (Windows and Mac Server)
• Cloud File Sharing Solutions such as Sharepoint, Dropbox and Google Drive
• Workstation operating systems (Windows, MacOS, iOS, ChromeOS)
• Anti-virus & Anti-malware solutions
• Backup solutions and applications (Datto, Veeam, etc.)
• Disaster recovery solutions
• Desktop applications
• VoIP and PBX phone systems - Soft and Hardware Phones
• Excellent analytical and problem-solving skills, with the ability to quickly identify root causes and implement effective solutions.
• Effective communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.
• Strong leadership and mentoring skills, with the ability to guide and support junior team members.
• Ability to work independently and as part of a team, prioritize tasks, and manage multiple projects simultaneously.
• Strong customer service orientation and a commitment to delivering high-quality solutions.
• Certifications such as CompTIA A+, Network+, Microsoft Certified Solutions Associate (MCSA), or similar qualifications are a plus.

Schedule

This is a salaried position with general hours of 40-45 hours per week with occasional After-Hours/Weekends as required.

On-call after hours rotation (generally one week every 10 weeks) as required.

Travel to client sites as needed (Texas, Maine, New York City, Connecticut) is required.

Location

This job is classified as a remote position, but this position requires occasional Onsite Field Support and Project Work to clients in the region.

Applicants home location must be located in one of the following regions:

• Maine
• Stamford, Connecticut

Benefits

Long & Short-Term Disability, Life Insurance, Simple IRA with Matching, Reimbursement for traveling, certs, and training.

Success in this role will be rewarded with a competitive salary and generous benefits package.

RTT is an Equal Opportunity Employer. All employment decisions shall be made without regard to age (40 or older), race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, pregnancy, citizenship status or any other basis as protected by federal, state, or local law. RTT is committed to providing IT employment opportunities to Women and Underrepresented Minorities in the IT industry.