Senior Support Technician

Job Summary

A Senior Support Technician will be expected to have experience in managing incidents using solid problem solving and a broad understanding of technology. An excellent Senior Support Technician must have strong IT skills and effectively communicate the problem and explain its solution. They must also be customer-oriented and patient in dealing with demanding customers. Being Senior in the support role, this position has a higher first call resolution and can provide assistance to Support Technicians.

The goal is to create value for clients that will help preserve Vertilocity's reputation and business.

Vertilocity's Support is far more dynamic than typical service desks, wherein our employees are provided the opportunity to learn and work on all aspects of our client's technology. In doing so, Vertilocity provides staff with the ability to advance in their career paths and skill-set.

• 3+ years technical experience preferred.
• Professional Information Technology Certifications, although not required, are preferred.
• Previous customer support or service experience.
• Knowledge of computer and networking fundamentals.
• Experience with basic Microsoft Products.
• Experience with Office 365 products, services and management.
• Experience with RMM and PSA tools;
  Connectwise Manage, Automate preferred.
• Microsoft MCSA Certification.
• Datto, Fortinet certifications a plus.

• Senior Support on the Service Desk requires solid all-around technology skills pertaining to desktops, servers, networking equipment, backup, disaster recovery, and available tools and technology utilized by Vertilocity.
• This role may be assigned project tasks based on the assessment of the Support Services Supervisor, Project Manager, or Network Administrator.
• Manage support incidents that come in via phone, email, or customer portal.
• Monitor and manage system alerts and notifications and respond accordingly through service incidents.
• Support technical issues involving Microsoft's core business applications and operating systems.
• Support disaster recovery solutions.
• Install and configure workstations.
• Remove malware.
• Configure users in a Microsoft Domain Environment.
• Provide basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Implement and support basic remote access solutions: VPN access, Remote Desktop Services, Azure Virtual Desktops.
• Install and configure a variety of line‑of‑business applications.
• Support network printing and network printing issues.
• Improve customer service, perception, and satisfaction.
• Provide fast turnaround of client requests.
• Work effectively in a team and communicate effectively.
• Work independently while maintaining focus and productivity.
• Work with the Network Administrator to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Escalate service requests that require a higher level of review and support.
• Enter time and expenses as they occur.
• Complete assigned training materials and understand SOPs.
• Record all work as service incidents as it occurs.
• Maintain system documentation and review.
• Communicate with clients as required: keep them informed of incident progress, notify them of impending changes or agreed outages.

• Competitive Compensation.
• Lucrative New Business & Employee Referral Bonuses.
• Anniversary Bonus.
• Open Paid‑time‑off Policy.
• Flexible work environment to offer work/life balance.
• 401(k) plan with company match and Safe Harbor Contributions.
• Medical, dental, and vision insurance.
• Company Paid Life Insurance.
• 9 Paid holidays.
• Annual Performance Reviews.
• And Much More…

Vertilocity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.