Senior Technical Support Specialist

• Monitor and respond to requests received through the IT Helpdesk ticketing system, primarily from a remote location.
• Provide on-site service calls to clients as required, ensuring seamless support and communication.
• Manage projects from start to finish, such as server upgrades, coordinating with clients both remotely and onsite.
• Respond to incidents reported via email and phone calls promptly and efficiently, adjusting workflow based on client needs.
• Create or update tickets with troubleshooting steps, documenting resolution processes for future reference.
• Image and deploy hardware requests as a Helpdesk Technician, including remotely provisioning equipment where possible.
• Provision and modify user accounts in Active Directory/Azure/O365, utilizing remote management tools.
• Create and manage VPN connections for clients, ensuring secure remote access.
• Configure, maintain, and troubleshoot Ubiquiti networking equipment.
• Utilize problem-solving skills and available resources to troubleshoot requests effectively, whether remotely or at client sites.
• Ensure accurate and clear communication with clients and team members, fostering a positive work relationship.
• Troubleshoot issues related to operating systems, applications, hardware, printing, user configuration, and networking, both remotely and during onsite visits.
• Assist with installing and configuring Outlook on Android and iPhone mobile devices, offering support to users regardless of their location.
• Manage onboarding and offboarding procedures related to technology as a Helpdesk Technician, ensuring a smooth transition for clients and team members.
• Identify issue trends and commonalities to recommend prevention or self-help resolution opportunities.
• Provide excellent customer service, ensuring client satisfaction during remote and onsite support interactions.
• Mentor and provide escalation support to Level 1 helpdesk technicians as needed.

• 5+ years of experience in IT support or a related field.
• MSP (Managed Service Provider) experience highly recommended.
• Experience creating and managing VPN connections.
• Experience with Ubiquiti equipment.
• Customer service-oriented with strong communication skills.
• Ability to travel to and from work and to client locations as required, with a valid driver’s license.
• Proficient with Windows 7/8/10/11 operating systems.
• Proficient with Office 2016 or later, Office 365, and Microsoft Teams.
• Familiar with two-factor authentication using Azure AD and remote access protocols.
• Strong understanding of Active Directory, DNS, DHCP, Group Policy, and print servers.
• Solid knowledge of TCP/IP principles and troubleshooting methods.
• Experience supporting multiple clients/environments in a ticket-driven, SLA-based environment.
• Fundamental desktop and laptop hardware knowledge, including installing RAM and swapping hard drives.
• Experience with printer configuration and troubleshooting.
• Must have a quiet and dedicated workspace at home to ensure effective communication and focus during work hours.
• Must have reliable transportation.

Pulled from the full job description Paid time off, * Paid time off