IT SUPPORT SPECIALIST
Company Overview
415 Group is a growing and well-established provider of managed IT services dedicated to delivering professional, reliable, and security-focused technology solutions to our clients. We support a diverse client base with complex technology environments and place a high value on technical excellence, exceptional client service, teamwork, and long-term relationships.
Our IT team works across a wide range of technologies and client environments. We value people who are Always Loyal, Always Learning, and Always Passionate about their work, their teammates, and the clients they serve.
Position Overview
Due to continued growth, we are seeking an experienced IT Support Specialist to join our team at our North Canton campus.
This position is intended for an accomplished IT professional who is comfortable taking ownership of complex technical problems and client environments. The successful candidate will have broad infrastructure experience and the ability to troubleshoot issues that do not always have an obvious answer or documented solution.
This is not strictly a help-desk position. The role requires someone who can move comfortably between advanced troubleshooting, servers, virtualization, Microsoft cloud technologies, networking, security, and direct interaction with clients.
The ideal candidate combines strong technical problem-solving ability with excellent interpersonal skills. This individual must be equally comfortable troubleshooting a difficult infrastructure issue and meeting face-to-face with a client to explain a problem, recommend a solution, or coordinate a significant technical change.
Basic Functions
- Diagnose and resolve complex technical issues involving Windows servers and workstations, Microsoft 365, Azure, Active Directory/Entra ID, virtualization, networking, security, and business applications.
- Administer and troubleshoot VMware virtual environments, including virtual machines, hosts, storage, performance, and related infrastructure.
- Support and troubleshoot Microsoft Azure and Microsoft 365 environments, including identity, authentication, permissions, applications, and cloud services.
- Troubleshoot advanced WAN, LAN, VLAN, Wi-Fi, firewall, VPN, DNS, DHCP, and network connectivity issues.
- Diagnose server, storage, backup, performance, security, and infrastructure problems across multiple client environments.
- Take ownership of difficult or escalated technical issues and independently develop a logical troubleshooting path through resolution.
- Assist with technical projects, migrations, infrastructure upgrades, cloud initiatives, and significant client technology changes.
- Work directly with clients both remotely and onsite, communicating effectively with everyone from end users to executives.
- Clearly communicate technical problems, risks, options, and recommendations to non-technical clients.
- Accurately document environments, troubleshooting steps, technical changes, and resolutions according to company standards.
Additional Duties and Responsibilities
- Manage and prioritize multiple complex issues and responsibilities across different client environments.
- Demonstrate strong independent troubleshooting skills while knowing when collaboration or escalation is appropriate.
- Remain organized and effective when priorities change or several significant technical issues occur simultaneously.
- Serve as a technical resource to other members of the support team.
- Develop a thorough understanding of client environments rather than simply resolving individual tickets.
- Follow established processes while possessing the judgment to recognize situations requiring deeper investigation or a different approach.
- Continually expand technical knowledge and stay current with changing Microsoft, virtualization, networking, security, and cloud technologies.
- Consistently provide professional, responsive, and personable client service.
Requirements
- 5+ years of hands-on professional IT experience supporting business technology environments. MSP or other multi-client experience is strongly preferred.
- Strong hands-on experience with Windows Server, Active Directory, Microsoft 365, and Microsoft Azure/Entra ID.
- Demonstrated experience administering and troubleshooting VMware virtualization environments.
- Strong understanding of networking concepts including TCP/IP, DNS, DHCP, VLANs, routing, switching, firewalls, VPNs, and wireless networks.
- Demonstrated ability to troubleshoot complex technical problems where the cause and solution are not immediately apparent.
- Ability to understand how servers, networks, cloud services, security systems, endpoints, and applications interact within a larger environment.
- Ability to independently manage multiple technical issues and priorities without losing attention to detail.
- Strong written and verbal communication skills and the confidence to work directly with client executives, managers, and end users.
- Strong customer-service orientation and the interpersonal skills to build trusted client relationships.
- Natural technical curiosity and a demonstrated ability to learn unfamiliar technologies quickly.
- Ability to work independently while contributing positively within a collaborative technical team.
- Relevant Microsoft, VMware, networking, or security certifications are valued; however, demonstrated technical ability and experience are more important than certifications alone.
What It’s Like to Work Here
- Challenging technical work across a wide variety of client environments and technologies.
- An experienced technical team with established processes and collaborative problem solving.
- Opportunities to work on both day-to-day technical issues and significant infrastructure projects.
- A modern MSP environment with a strong emphasis on security, automation, and continuous improvement.
- Professional clients who value technology and long-term relationships.
- An environment that rewards technical curiosity, ownership, and continued learning.
- Stable company culture with low employee turnover.
- Limited after-hours/on-call responsibilities.
Benefits
- Competitive salary commensurate with experience and technical capabilities.
- Comprehensive benefits package including health insurance, retirement plans, and paid time off.
- Professional development opportunities and support for technical certifications.
- Stable and organized work environment with opportunities for continued technical and professional growth.
Only local candidates need apply. This is an in-office position based in North Canton, Ohio. Remote work is not available for this role.
The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this position. Additional duties may be assigned as needed.
