Vertilocity · 8 hours ago
Senior Support Technician
Lutherville-Timonium, MD
Full-time
Onsite
Mid, Senior Level
$50K/yr - $57K/yr
3+ years expVertilocity is one of the nation’s leading managed services providers, seeking a Senior Support Technician to manage incidents and provide high-level support. The role requires strong IT skills, effective communication, and a customer-oriented approach to ensure client satisfaction and uphold the company's reputation.
Cloud ComputingInformation TechnologyUnified Communications
Responsibilities
Senior Support on the Service Desk requires that the individual has solid all-around technology skills pertaining to desktops, servers, networking equipment, backup, disaster recovery, and available tools and technology utilized by Vertilocity
At times, this role can be assigned project tasks based on the assessment of the Support Services Supervisor, Project Manager, or Network Administrator
As with all Service desk Issues, the resource is expected to manage support incidents that come in via phone, email, or customer portal
Monitor/manage system alerts and notifications and respond accordingly through service incidents
Support technical issues involving Microsoft's core business applications and operating systems
Support of disaster recovery solutions
Installation and configuration of workstations
Malware removal
Configure users in a Microsoft Domain Environment
Basic technical Support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Basic remote access solution implementation and Support: VPN access, Remote Desktop Services, Azure Virtual Desktops
Installation and configuration of a variety of Line of Business Applications
Support network printing and network printing issues
Improve customer service, perception, and satisfaction
Fast turnaround of client requests
Ability to work in a team and communicate effectively
Ability to work on an individual basis 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
Understand our internal processes by completing assigned training materials and understanding SOP's
Enter all work as service incidents as it occurs
System documentation maintenance and review
Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Qualification
Required
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
A technical degree in an IT related field or equivalent work experience
Preferred
3+ years technical experience preferred
Professional Information Technology Certifications although not required are preferred
Experience with RMM and PSA tools; Connectwise Manage, Automate preferred
Microsoft MCSA Certification
Datto, Fortinet certifications a plus
Benefits
Unlimited Paid time off policy
9 Paid Holidays
Medical, Dental, & Vision benefits
401k, with company match, and safe harbor contribution
Company
Vertilocity
Vertilocity is an IT consulting services firm.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Ben Speca
Chief Operating Officer
Recent News
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