Technical Support Specialist

We are seeking a motivated and detail-oriented Technical Support Specialist to join our growing IT support team. This role is responsible for customer technical support, network monitoring, PCI compliance projects, firewall and access point configuration, endpoint hardening, automation, scripting, and documentation.

The ideal candidate has strong troubleshooting skills, experience working with Windows and MacOS environments, networking equipment, remote monitoring tools, and customer-facing technical support. This position also requires hands-on scripting experience using PowerShell, Python, batch files, or similar tools to automate support tasks, improve workflows, and troubleshoot systems more efficiently.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support for business customers.
• Monitor and manage customer networks, devices, and alerts through RMM, SNMP, and network monitoring platforms.
• Troubleshoot Windows and MAC desktops, laptops, printers, tablets, Wi-Fi, and network connectivity issues.
• Use of scripting tools such as PowerShell, Python, batch scripting, or command-line utilities.
• Configure and support firewalls, routers, switches, and wireless access points.
• Assist with PCI DSS compliance projects for Level 4 merchants.
• Perform IT audits for PCI environments.
• Create and maintain documentation for workflows.
• Work with customers over phone, email, and remote support sessions to resolve issues professionally.
• Maintain meeting schedules with customers to provide scheduled support.
• Escalate complex issues when needed while documenting all troubleshooting steps in tickets.
• Coordinate with internal teams regarding equipment, shipping, project status, and customer follow-up.
• Maintain accurate ticket notes, customer communication, and project updates.

• Experience in IT support, help desk, NOC, systems support, or network support.
• Strong understanding of Windows 10/11 and MacOS troubleshooting.
• Hands-on experience with PowerShell scripting.
• Ability to read, edit, troubleshoot, and create scripts for IT support and automation tasks.
• Knowledge of Windows registry, services, local users/groups, scheduled tasks, event logs, group policies, and system configuration.
• Knowledge of basic networking concepts including IP addressing, DNS, DHCP, VLANs, VPNs, Wi-Fi, firewalls, and routing.
• Experience troubleshooting printers, browsers, network drives, remote access, and business applications.
• Ability to configure and troubleshoot wireless networks and firewall rules.
• Comfortable using remote support tools and RMM platforms.
• Strong documentation and ticketing skills.
• Ability to communicate technical information clearly to non-technical customers.
• Strong problem-solving skills and attention to detail.
• Ability to manage multiple customer issues and projects at the same time.

Preferred Qualifications

• Experience with PCI DSS compliance or payment card environments.
• Experience with Python, batch scripting, command-line tools, or other scripting languages.
• Experience with Fortinet firewalls, Grandstream networking equipment, or similar firewall/access point platforms.
• Experience with Microsoft 365, Active Directory, Intune, Group Policy, or endpoint security policies.
• Experience with SNMP monitoring, Auvik, ConnectWise PSA/RMM, or similar network monitoring platforms.
• Experience using APIs, automation platforms, or custom scripts to improve IT workflows is a plus.
• Experience with Windows deployment, software deployment, endpoint configuration, or device provisioning.
• CompTIA Security+, Network+, A+, or similar certification preferred.
• Experience creating technical documentation, customer-facing instructions, and internal SOPs.

Job Type: Full-time, * Network IT: 2 years (Preferred)

• Microsoft: 1 year (Preferred)

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance
• 401K (matching)

Schedule:

· Day shift

• Monday to Friday, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance