IT Support Specialist

Support Specialist About us

Round Table Technology is a growing IT company offering premier managed IT services to nonprofits. Our headquarters are in Frisco, Texas, and we have offices and staff in Maine, New York City, Vermont, and the Philippines.

We are a small, fast-growing Managed Services Provider that needs an IT Professional to join a team of Specialists who service small to medium-sized businesses in the Maine, Dallas-Fort Worth, Texas, New York, NY area and occasionally Stamford, Connecticut locations. Ideal Candidates would have several years of work history with an MSP providing Level 2/3 support with knowledge across a wide range of networking technologies.

This is a Tier 2/3 Position, and applicants should have a minimum of 5+ years of experience
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Our team consists of a mobile workforce working remotely from home, providing support to our clients. However, this position will require Onsite Field Support and Project Work with clients in the region of New York City, specifically.

In this position, you will work with a fantastic group of specialists who embrace continuous improvement and learning. We share our knowledge to grow the team and expand our expertise. We are one of the most successful MSPs in our target space and have an excellent reputation and client base. If you enjoy a culture of customer service, collaboration, and learning, you will find our organization a thrilling opportunity and a wonderful place to call home.

In this position, you will be crucial in ensuring the smooth functioning and optimal performance of our clients' IT systems. You will be responsible for providing advanced technical support, resolving complex issues, and offering expert guidance to our clients and the IT support team. With your in-depth knowledge and problem-solving skills, you will lead efforts to enhance IT processes, implement best practices, and deliver top-notch customer service.

• Provide technical support to clients via phone, email, and remote desktop tools.

• Travel to and provide on-site support to regional clients as needed.

• Troubleshoot issues related to software, hardware, and networking.

• Document all client interactions in RTT’s ticketing system.

• Escalate complex issues to escalation Specialists or management as needed.

• Enthusiastic regarding professional development and training.

• Participate in on-call rotation for after-hours support.

• Participate in Support Team huddles.

• Participate in monthly Support Team L10 meetings.

• Collaboration with other Support Team Specialists (meetings, slack huddles, phone calls) to share technology solutions and best practices.

• Help maintain and expand Support Team documentation/knowledge base.

• Collaborate with vendors and third-party providers to resolve technical issues.

• Collaborate with internal teams to ensure seamless support of client networks and endpoints.

• Communicate ticket status, risks, and issues to client stakeholders and internal teams, providing regular updates and ensuring expectations are managed.

• Act as a technical point of contact for clients and internal teams, offering guidance and recommendations.

• Stay up-to-date with industry trends and emerging technologies.

• Demonstrate a learning mindset and a commitment to personal growth and development by seeking out training opportunities and actively learning.

• Actively participate in RTT’s culture, including demonstrating and modeling our core values.

• Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent work experience will be considered.

• Proven experience (5+ years) in providing IT support and troubleshooting,…