ABOUT US
Siotek is a managed IT provider for dental and veterinary practices. Our clients are small offices with no internal IT, which means when something breaks, we are the whole department. A practice that can't see patients is losing thousands of dollars an hour, and they know it. The pace reflects that.
ABOUT THE ROLE
Most of your week is remote support: working the queue, taking calls, fixing what you can from your desk, and closing tickets properly instead of passing them along. The rest of the time you're in a client office doing the work that can't be done over a remote session.
This is not a tier 1 seat, but it is not an escalation-only seat either. You will work tier 1 and tier 2 tickets both, and everyone here works the queue. Nobody is too senior to reset a password when the board is full. What separates this role is where the ticket goes when it gets hard: you should be the person the lower tier techs bring problems to when they're stuck, and you'll get handed direct projects and the tougher tickets because of it. When you're onsite, you're the only Siotek person in the building.
You will touch a different client every hour. Dental office in Fishers at nine, veterinary practice in Louisville at ten, a firewall that dropped its tunnel at eleven. If context switching wears you out, this will be a hard job. If you like that variety, it's a good one.
WHAT YOU'LL BE DOING
Remote support (roughly 70%)
- Working a live ticket queue across a few hundred client sites, alongside the rest of the team
- Picking up escalations and stuck tickets from other techs, and taking direct project work as it comes
- Diagnosing Windows workstation and server issues past the obvious causes
- Active Directory, group policy, user accounts, permissions, and profile problems
- Microsoft 365 and Google Workspace administration: mailboxes, licensing, mail flow, shared drives, MFA
- Remote network troubleshooting: DNS, DHCP, VLANs, VPN tunnels, ISP outages, and figuring out whether the problem is ours or the carrier's
- Backup monitoring and restore requests
- Printer, scanner, and imaging device problems, which in this industry are constant
- Talking non-technical staff through fixes over the phone without losing them
- Documenting what you did well enough that the next tech isn't starting from scratch
Onsite work (roughly 30%)
- Workstation deployments, replacements, and refreshes
- Installing and configuring switches, firewalls, access points, and UPS equipment
- Running, terminating, and testing network cable, including above ceiling and in occupied space
- Mounting displays, access points, and equipment cleanly and level
- Cleaning up equipment closets so the next person can work in them
- Onsite diagnosis of problems that couldn't be solved remotely
- Occasional after hours or weekend work when a practice can't take downtime
REQUIREMENTS
Be honest with yourself here. The onsite half of this job has no safety net.
Technical depth beyond tier 1
- Real working knowledge of Windows 10/11 and Windows Server
- Active Directory and group policy at a working administrative level, not just unlocking accounts
- Microsoft 365 administration: you've managed a tenant, not just used Outlook
- Networking that actually sticks: IP addressing, subnetting, DHCP, DNS, VLANs, port forwarding, and what a firewall rule does
- You can look at a switch, a firewall, and a modem and tell which one is causing the problem
- You can work a ticket to resolution by yourself instead of moving it along when it gets uncomfortable
Onsite capability
- You have pulled and terminated cable yourself and your terminations pass a tester
- Comfortable on a ladder, in a ceiling, and around a wall
- Can mount equipment level and secure on the first attempt
- Own hand tools and know how to use them
- Can lift and move equipment and handle a full day on your feet
Personal
- Self-starter. Onsite, nobody is going to tell you what to do next
- Professional presence. You will be in clinical environments around patients, clients, and staff during business hours
- Based in or near Indianapolis or Louisville, with a reliable vehicle and a valid driver's license
- Able to work at MSP pace: multiple clients, competing priorities, and interruptions all day
- Team oriented about the queue. If the board is backed up, you help clear it regardless of whose ticket it is or what tier it came in at
- Able to pass a background check
NICE TO HAVE
- Prior MSP experience, which is the single best predictor of success in this role
- Healthcare IT experience, especially dental or veterinary
- Familiarity with practice management or imaging software (Dentrix, Eaglesoft, Open Dental, Ezyvet, Cornerstone, or similar)
- UniFi, Meraki, Fortinet, SonicWall, or pfSense experience
- Experience with an RMM and PSA platform (Syncro, ConnectWise, Datto, NinjaOne, or similar)
- Hyper-V or VMware
- Backup platforms and real restore experience
- CompTIA A+, Network+, or Security+
- HIPAA familiarity
WHAT WE PROVIDE
- $50,000 to $60,000 starting salary, set by what you can actually do rather than years on a resume
- Laptop, phone, and tools
- Fuel covered for client travel. You drive your own vehicle to start, with a company vehicle planned as the role grows
- Lodging and meals covered on the occasional out of area trip
- Health, Dental, Vision, matching 401k (available on the 1st day after 60 days)
- A small team where you'll actually learn the whole stack instead of one narrow slice of it
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Application Question(s):
- What's the hardest ticket you've personally resolved, start to finish, with nobody to escalate to? What made it hard?
- A client office says "the internet is down." Everyone can still reach the server and print, but nothing external loads. Walk us through how you'd work it, in order.
- How many cable drops have you personally pulled and terminated, and what do you use to test them?
Work Location: Hybrid remote in Louisville, KY 40245
