Senior Support Technician

Senior Case Agent

Paragus IT is the largest outsourcedITvendor in the Pioneer Valley, and we are just getting started.

Weaspireofserving
1000 customers across the entire country, and wewon’tstop until we get there. Ranked as one of Forbes Small Giants, we have an intense focus on culture, people,process, and continuous improvement. We are determined to be the best at everything we do, and wearen’tafraid to do thehard workrequiredto get there.

We’reon a mission to deliver peace of mind through human-first IT experiences.

We’renot just fixing problems-we’rebuilding trust. As a Senior Case Agent,you’llbe the go‑to expert for our most complex technical challenges, leading with empathy, precision, and expertise.

You’llsupport clientsacrossnetworking, Microsoft 365, and application environments-all while mentoring your peers, strengthening documentation, and modeling what exceptional IT service looks like.

This position is part of our Service Deskteam and reports directly to the Service Team Manager. The ideal candidate is an independent problem‑solver who knows when to raise the flag and loves turning chaos into calm.

• Can troubleshoot complex issuesinvolvingnetworking, Microsoft
  365andApplicationsupport.

• 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 youneedbackup.

• Mentor other technicians through documentation, training, and collaboration.

• Thrive inafast-paced environment and canadapt priorities in a client crisis.

• Live by our Service Excellence principles-combining technical precision with exceptional human connection.

• 5+ years of experience in IT support, systems administration, or network engineering

• Strong technicalexpertiseacross Microsoft 365, includingmailflow, 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 Connect Wise, 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 elevate 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

• Troubleshoots and resolves technical issues either remotely or at a client site within defined SLAs

• Participatesonprojectsasassigned

• Provides technicalassistancefor escalated issues

• Appropriately manages expectations of clients and peers

• Provides on‑call 24/7 support after business hoursat least3 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.

• Proactivelyidentifyopportunities to improve documentation, internal processes, or client configurations.

You’recurious, calm under pressure, and thrive when helping others. You bring a mix of deep technicalskilland genuine empathy - knowing that clients don’tjust wantfixes,they want confidence. You can lead yourself, butyou’requick to collaborate and raise the flag when a case needs backup.

You’repassionate ab outbuilding lasting client relationships through trust and transparency,mentoring others, andsharingyourideas about how we…