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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Technical Support Specialist - **Company:** xceedIT, Inc. - **Location:** Raleigh, NC, United States - **Experience:** Expert - **Salary:** $65,000.0 - $95,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Backup Devices, Cloud Computing, Cyber Security, Information Systems, Dynamic Host Configuration Protocol, Linux, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Software, Windows Servers, Network Administration, Remote Service Software, Microsoft SharePoint, TCP/IP, Virtual Local Area Networks, Virtualization Technology, Wireless Networks, Firewalls (Computer Science), Information Technology, Hardware Infrastructure, Cisco - **Published:** July 27, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=9519e95df950c881 ## About the Role * 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 ## Description 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. ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Why Your Best Mediors Never Become Seniors (And How to Fix It)](https://www.wearedevelopers.com/videos/2108-why-your-best-mediors-never-become-seniors-and-how-to-fix-it) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Should Tech Managers Be Developers First? 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