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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Support Technician - **Company:** Paragus Strategic IT - **Location:** Worcester, MA, United States (Remote available) - **Experience:** Expert - **Salary:** $74,000.0 - $130,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Computer Networks, Virtual Private Networks (VPN), Routing, Scripting, Firewalls (Computer Science) - **Published:** June 20, 2026 - **Apply:** https://www.juju.com/job/00000000g9ix6y ## About the Role + 5+ years of experience in IT support, systems administration, or network engineering + Strong technical expertise across Microsoft 365, including mailflow, Exchange Online, and security compromise response + Advanced knowledge of networking concepts such as firewalls, VPNs, and routing/switching + Proficient in application support, endpoint/server troubleshooting, and security fundamentals + Proven experience conducting Root Cause Analyses (RCA) and documenting clear, lasting resolutions + Familiarity with help desk ticketing systems such as ConnectWise, Autotask, or similar MSP tools + Excellent communication skills-able to translate technical findings into clear, empathetic explanations for clients and colleagues + Calm under pressure with the ability to stay composed and effective during client crises + Naturally curious and resourceful, asking great questions and digging deep to find solutions + Highly self-motivated and accountable; takes ownership of complex issues while knowing when to escalate for support + Strong mentoring mindset; enjoys coaching and guiding others to improve their technical capability + Proactive contributor to process improvement, documentation, and automation efforts + Ability to balance speed with quality, ensuring solutions are efficient and built to last + Scripting or automation experience is a plus ## Description + Troubleshoots and resolves technical issues either remotely or at a client site within defined SLAs + Participates on projects as assigned + Provides technical assistance for escalated issues + Appropriately manages expectations of clients and peers + Provides on-call 24/7 support after business hours at least 3 weeks per year + Lead and perform Root Cause Analyses (RCA) for recurring or complex client issues. + Apply Service Excellence Principles in daily workflow to deliver human-first solutions. + Maintain high standards for case documentation and communication. + Proactively identify opportunities to improve documentation, internal processes, or client configurations. Ideal Candidate You're curious, calm under pressure, and thrive when helping others. You bring a mix of deep technical skill and genuine empathy - knowing that clients don't just want fixes, they want confidence. You can lead yourself, but you're quick to collaborate and raise the flag when a case needs backup. You're passionate about building lasting client relationships through trust and transparency, mentoring others, and sharing your ideas about how we can make Paragus an even better company. Lastly, we hope you love beer - whether that be Root Beer or a local IPA - because we certainly enjoy ending a successful day with a pour from one of our private taps in our staff pub. Beer not your thing? 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