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Job Description

Position Overview:

The Senior IT Support Technician will be responsible forproviding advanced technical support, systems administration, and escalation management for a diverse client base. The ideal candidate will possess strong troubleshooting skills, experience supporting Microsoft technologies, and the ability to mentor junior technicians while delivering exceptional customer service.

The Senior IT Support Technician serves as a technical escalation point for complex issues involving end-user devices, Microsoft cloud services, networking infrastructure, virtual environments, and security technologies. This role requires a proactive professional who thrives in a fast-paced managed services environment and can effectively support both remote and onsite client operations.

Responsibilities:

Provide advanced technical support for desktops, laptops, servers, mobile devices, and network-connected equipment.
Participate in an on-call rotation, as required.
Serve as a Tier III escalation resource for complex technical issues.
Administer and support Microsoft 365 environments, including Exchange Online, Teams, SharePoint, and OneDrive.
Manage user accounts, permissions, and security policies within Active Directory and Microsoft Entra ID (Azure AD).
Support and maintain Azure Virtual Desktop, cloud-based services, and hybrid environments.
Troubleshoot and resolve issues involving:
- Windows operating systems.
- Microsoft 365 applications.
- Networking equipment.
- Wireless technologies.
- VPN connectivity.
- VoIP systems.
- Printers and peripheral devices.
Configure, install, and maintain firewalls, switches, wireless access points, and other network infrastructure.
Perform onsite and remote support for client environments.
Monitor, document, and maintain client systems to ensure optimal performance and security.
Participate in technology deployments, upgrades, migrations, and infrastructure projects.
Assist with cybersecurity initiatives and compliance efforts, including CMMC and security best practices.
Create and maintain technical documentation, standard operating procedures, and client environment records.
Mentor and provide guidance to junior support technicians.
Collaborate with engineering, project, and procurement teams to deliver effective technology solutions.
Manage service tickets and ensure timely resolution while meeting service level agreements (SLAs).

Minimum Qualifications:

5+ years of IT support, systems administration, or managed services experience.
Strong experience with Microsoft 365 administration and troubleshooting.
Experience supporting Active Directory and Microsoft Entra ID environments.
Experience troubleshooting Windows desktop and server operating systems.
Knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPNs, switching, and wireless technologies.
Experience with ticketing and service management platforms.
Strong customer service, communication, and problem-solving skills.
Ability to prioritize multiple tasks in a fast-paced environment.
Valid driver's license and ability to travel to customer sites as needed.

Preferred Experience:

Experience in a Managed Service Provider (MSP) environment.
Experience supporting Azure Virtual Desktop and cloud infrastructure.
Experience with firewall management and network security.
Familiarity with VMware or other virtualization platforms.
Microsoft, CompTIA, Sophos, Cisco, or similar industry certifications.

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