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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Support Technician - **Company:** Paragus Strategic IT - **Location:** Hadley, 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.indeed.com/viewjob?jk=9a9f815a7360a41f ## About the Role Do you have experience in VPN?, * 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, 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? That's fine, we're also really into great coffee and tacos. ## Description * Can troubleshoot complex issues involving networking, Microsoft 365 and Application support. * Communicate clearly and compassionately, translating technical fixes into client peace of mind. * Can swat away a nerf dart while troubleshooting an issue * Take ownership of tough cases and raise the flag quickly when you need backup. * Mentor other technicians through documentation, training, and collaboration. * Thrive in a fast-paced environment and can adapt priorities in a client crisis. * Live by our Service Excellence principles - combining technical precision with exceptional human connection., * 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. ## Related Videos - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [JavaScript? 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