Senior Technical Support Specialist

We are seeking an experienced Senior Technical Support Specialist / IT Manager to help manage client relationships, lead technical projects, support our service team, and resolve advanced technical issues.

This is a hands-on role for someone who enjoys variety, takes ownership, communicates well, and is comfortable moving between client management, technical support, project work, and team leadership.

Responsibilities

• Serve as a primary technical contact and trusted advisor for assigned clients.
• Manage client expectations, open issues, projects, follow-up, and service concerns.
• Diagnose and resolve advanced hardware, software, server, network, cloud, security, and Microsoft 365 issues.
• Handle technical escalations and assist technicians with complex support cases.
• Help prioritize tickets, coordinate workloads, and ensure issues are resolved within expected timeframes.
• Mentor and support junior and mid-level technicians.
• Plan and lead Microsoft 365 migrations, server deployments, network upgrades, workstation rollouts, office moves, and other IT projects.
• Communicate technical information clearly to both technical and nontechnical users.
• Coordinate with software vendors, internet providers, and other third parties when needed.
• Ensure tickets, time entries, client communications, and resolutions are properly documented.
• Maintain accurate client documentation, procedures, credentials, and technical notes.
• Identify opportunities to improve client security, reliability, productivity, and overall service quality.
• Provide occasional onsite support and participate in after-hours escalation coverage when necessary.

• Three or more years of professional IT support, systems administration, network administration, or managed services experience.
• Previous experience as a senior engineer, escalation technician, IT manager, service lead, or similar role.
• Strong experience supporting Microsoft-based business environments.
• Hands-on experience with Microsoft 365, Exchange Online, Entra ID, SharePoint, OneDrive, and Teams.
• Experience with Windows Server, Active Directory, Group Policy, DNS, DHCP, file services, and virtualization.
• Strong understanding of networking, including firewalls, switches, wireless networks, VPNs, VLANs, and TCP/IP.
• Experience with remote monitoring and management tools, ticketing systems, remote support tools, backups, and endpoint security.
• Ability to troubleshoot complex issues and manage multiple priorities at one time.
• Strong client-management, customer-service, and communication skills.
• Ability to lead projects and guide other technicians.
• Professional, dependable, organized, and able to work independently.
• Reliable transportation and the ability to visit client locations when needed.

Preferred Qualifications

• Previous experience working for a managed service provider.
• Experience managing client relationships or acting as a technical account manager.
• Experience supervising, mentoring, or leading technical staff.
• Microsoft, Cisco, CompTIA, Linux, cybersecurity, or similar certifications.
• Degree in Information Technology, Computer Science, Information Systems, or a related field.

Relevant professional experience may be considered in place of a degree.

What We Are Looking For

The ideal candidate is technically strong, proactive, dependable, and comfortable taking ownership. You should be able to communicate with business owners, guide technicians, manage projects, and remain calm when handling urgent or complex issues.

Our clients should view you as someone they trust to understand their business, solve problems, provide honest guidance, and follow through.

Work Environment

This position includes a combination of remote support, client communication, project work, team leadership, and occasional onsite service throughout North Carolina., * High school or equivalent (Required), * Technical support: 2 years (Required)

• Active Directory: 2 years (Required)

Work Location: Hybrid remote in Raleigh, NC 27601

Pulled from the full job description

• Referral program
• Professional development assistance
• Tuition reimbursement
• Parental leave
• 401(k)
• Health insurance
• Retirement plan, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

XceedIT is a growing North Carolina-based managed IT services company providing IT support, cybersecurity, cloud, and consulting services to small and midsized businesses.