Senior Support Technician

• 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 S upport at the network level: WAN and LAN connectivity, routers, firewalls, and security.

• Basic remote access solution implementation and S upport: 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 S upport.

• 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.

Do you have experience in Incident management operations support?, 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 stron g IT skills and effectively communicate the problem and explain its solution. They must also be customer-oriented and patient in dealing with d emanding customers. Being Senior in the support role, this position has a higher first call resolution and can provide assistance to Support Technician s ., * 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.

• 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.

Pulled from the full job description

• Referral program
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * Competitive Compensation.
• 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…

In 1986, Robert L. Nelson founded the information systems consulting firm of R.L. Nelson and Associates, Inc. (RLN) to serve businesses in the area of Pittsburgh, Pennsylvania. 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., 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 Technician s a career, not a job.