MSP Senior IT Technician

TeamLogic IT, Waterbury, VT•Duxbury, VT

About The Position

We are seeking an experienced and dedicated Managed IT Services Senior IT Technician to join our dynamic IT team. This role is pivotal in providing exceptional technical support and solutions to small to medium-sized businesses. The ideal candidate will exhibit a strong technical acumen, excellent customer service skills, and the ability to troubleshoot and resolve complex IT issues efficiently. TeamLogic IT is a national provider of technology services and solutions. We help our customers with their current and future IT needs by delivering solutions that ensure high availability, security and flexibility for their IT infrastructure. With more than 320 locations across North America and more than 1,500 technicians, thousands of businesses consider us their trusted technology advisor. We fill a void in the marketplace because we understand business and technology and can help our clients leverage technology to their advantage. Our philosophy is simple – we work with you the way we’d want someone to work with us. The Senior IT Technician (Level 2/3 IT Engineer) provides design, implementation and support for complicated technical solutions. The candidate should have developed skills and experience with desktop and server operating systems, networking, and firewalls. This role is one that will be split between client interaction and installations, ensuring system operation and functionality so that end users can accomplish business tasks, and project work which may include IT solution design and implementation. The objective of the Senior IT Technician will be to focus on implementing solutions that will create a sound and functional IT environment for the clients, respond to support requests in a timely manner, be the initial reference point for all IT related tickets, and to ensure the satisfaction of the clients. Good interpersonal skills are incredibly important as there will be interaction with clients, colleagues and vendors on a frequent basis. The ability to solve problems at a high level, extraordinary customer service skills, strong multi-tasking and organizational skills are the keys to success in this position.

Requirements

Minimum of 3-5 years in an MSP or similar IT support role; a degree in IT, Computer Science, or related field is preferred. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are highly desirable.
Strong knowledge of Windows and Mac operating systems, Microsoft Office 365, Active Directory, and virtualization technologies such as VMware and Hyper-V.
Experience with RMM tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk.
In-depth understanding of networking protocols, IP addressing, DNS, DHCP, VPNs, VLANs, and Wi-Fi technologies.
Familiarity with firewalls, antivirus solutions, and industry best practices for cybersecurity.
Ability to lift or move technical equipment when necessary
Experience supporting local and cloud-based backup systems
Strong ability to diagnose and resolve complex technical issues efficiently.
Excellent verbal and written communication skills, with a customer-focused approach to delivering high-quality service and building strong client relationships.
Ability to manage multiple priorities in a fast-paced environment while working both independently and as part of a team.

Nice To Haves

Experience with cloud platforms such as AWS, Azure, or Google Cloud.
Familiarity with scripting and automation tools (e.g., PowerShell, Bash) to streamline processes.
Knowledge of network and system monitoring tools (e.g., SolarWinds, Nanja, Auvik, etc.).
Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint).

Responsibilities

Technical Support and Troubleshooting: Provide advanced technical support to clients, including installing, configuring, and maintaining hardware and software.
Incident Management: Respond to and resolve escalated support tickets promptly, ensuring minimal downtime for clients.
Network Administration: Manage and maintain client networks, including routers, switches, firewalls, and wireless access points.
Security Management: Implement and manage security solutions, conduct regular security audits, and address potential vulnerabilities.
Backup and Disaster Recovery: Ensure client data is backed up regularly and develop disaster recovery plans to safeguard against data loss.
Client Communication: Maintain clear and professional communication with clients, providing updates and ensuring client satisfaction.
Documentation: Create and maintain detailed documentation of client systems, configurations, and support activities.
Project Implementation: Assist in the planning and execution of IT projects, ensuring they are completed on time and within budget.
Training and Mentoring: Provide guidance and training to Level 1 Technicians, fostering a collaborative team environment.
Emergency Support: Provide on-call support for critical issues, including after-hours and weekend support as needed. Respond to emergencies promptly and take appropriate actions to minimize downtime and data loss.