Senior Technical Support Person IT Support Technician; Level 2 Actually Likes , In-O

Quick heads up: this one's in-office.

We're based in the Birmingham area (our office is over in Pelham). We work remotely on a regular basis, but we're in the office more than we're out of it. If that's a deal breaker for you, no hard feelings, but this probably isn't your spot.

• Are you tired of being a cog in the machine of an uncaring corporation?
• Do you have an inner drive to grow yourself and the people around you?
• Do you believe people should be treated with care and compassion?
• Do you want to work someplace that actually wants, asks for, and listens to your feedback?
• Do you love dogs and are totally cool with them being at the office sometimes?
• Does working someplace with a position called “Hamster Herder” sound like your kind of place (note there are no actual hamsters involved)?
• Do you want to work somewhere that has a real core value of “If you're a jerk, it ain't gonna work,” and applies it to teammates as much as customers?
• Do you get bored working on the same thing day after day?

Hopefully you answered yes to all of that. If not, you probably want to click on to the next posting and try them instead. No hard feelings.

We're Sawyer Solutions (), a small but growing managed services provider, and we're looking for a Level 2 tech to join us on this adventure. We don't do things the “normal” way, and we aren't looking for “normal” teammates. If you don't know what an MSP is, we're basically the outsourced IT department for small and medium businesses and non-profits. That means we deal with a lot of different things, in a lot of different environments, every single day.

If you hate the color blue, you probably don't want to work here, since that's our color scheme. Heads up there.

We're on a mission to change the way people relate to tech support. Too often, someone calls for help and the person on the other end is a jerk. Condescending. Talking down to them because they didn't happen to know what a firewall is. That's unacceptable to us. Everyone has worth as a human being, and nobody deserves to be talked to like that.

You can have competent tech support that actually supports you as a person, lifts you up, and treats you with care and compassion. If that resonates with you, keep reading. If you're that condescending jerk, this definitely isn't the place for you.

This is a help desk role at its core, so you'll answer the phone and work tickets. If you think you're too senior to pick up a ringing phone, mosey on to the next spot.

Our hiring process is on the long side, on purpose. We'd rather take our time and make sure it's a great fit both directions than rush it and get it wrong.

And there's some required screening (a background check and a drug screen). No surprises. It's all spelled out at the bottom.

In MSP speak this is usually called a Level 2, and I'm after a solid, fresh one. Someone who's been around the block a few times but isn't a grizzled veteran. The bar I care about: you can knock out around 80% of the tickets we see without needing to tap someone on the shoulder. The other 20%, you lean on the team for, and that's totally fine.

Nobody here knows everything.

Day to day, the heart of it is simple: come in and nail tickets. A steady stream of them, across PCs, Macs, networking, wireless, and the cloud (mostly Microsoft 365). Doing that well, all day, is the whole game.

• You’ll read ticket severity and impact and get it right. We triage like an ER. The chest pain gets seen before the stubbed toe, and you've got to feel that difference.
• You’ll bring a security mindset. Keeping our clients safe is the first promise we make them, so I want someone who notices the risky stuff and speaks up when something looks off.
• You’ll talk to real people, from the front desk up to the CEO, and put things in plain language so they actually understand their options and feel good about the plan. Slowing down to make sure the person on the other end feels taken care of isn't a distraction from the job. It is the job.
• You’ll own what's in front of you.…