Senior IT Technician
Company: Saphire Business Solutions
Location: Wilmington, NC
Employment Type: Full-Time
Work Arrangement: On-Site
Compensation: $65,000–$70,000 per year, depending on experience and technical qualifications
Schedule: Monday to Friday, 9:00AM to 5:30PM
About Saphire Business Solutions
Saphire Business Solutions is a growing technology and business services company serving organizations throughout the Wilmington, North Carolina area. We help businesses maintain reliable, secure, and productive technology environments through responsive IT support, infrastructure management, cybersecurity best practices, cloud solutions, and technology consulting.
We are seeking an experienced Senior IT Technician to join our team and serve as a senior technical resource for both internal operations and client environments.
This is an excellent opportunity for an IT professional who enjoys solving complex technical problems, working directly with business users, managing infrastructure, and taking ownership of projects from implementation through completion.
The ideal candidate is technically strong, customer-focused, organized, and comfortable working independently while also collaborating with other technicians and business stakeholders.
Position Overview
The Senior IT Technician will provide advanced technical support, systems administration, network troubleshooting, infrastructure maintenance, and project assistance for Saphire Business Solutions and its clients.
This position will function as a Tier 2/Tier 3 escalation point, handling issues that require deeper technical knowledge than standard help-desk support. The Senior IT Technician will also assist with technology deployments, Microsoft 365 administration, networking, endpoint management, cybersecurity initiatives, system upgrades, documentation, and preventative maintenance.
The successful candidate will be expected to communicate technical information clearly to both technical and non-technical audiences and maintain a high standard of professionalism when interacting with clients.
Key Responsibilities
Technical Support & Troubleshooting
- Provide Tier 2 and Tier 3 technical support for desktops, laptops, servers, networks, printers, mobile devices, and business applications.
- Diagnose and resolve complex hardware, software, operating system, connectivity, and performance issues.
- Troubleshoot Windows workstations and server environments.
- Support Microsoft 365 applications and services, including Outlook, Teams, SharePoint, OneDrive, and Exchange Online.
- Assist with user account administration, permissions, password resets, security policies, and access management.
- Respond to escalated service tickets and ensure issues are resolved within established service-level expectations.
- Provide remote and on-site technical support to clients throughout the Wilmington area.
Network & Infrastructure
- Install, configure, troubleshoot, and maintain switches, wireless access points, firewalls, routers, VPNs, and other network infrastructure.
- Troubleshoot TCP/IP, DNS, DHCP, VLAN, Wi-Fi, and Internet connectivity issues.
- Assist with network upgrades, office moves, hardware deployments, and infrastructure projects.
- Maintain accurate network diagrams, equipment inventories, configuration records, and technical documentation.
- Assist with server, virtualization, backup, and storage environments.
- Monitor systems and proactively identify potential performance, reliability, or security issues.
Microsoft & Cloud Technologies
- Support Microsoft 365 and Microsoft cloud environments.
- Assist with Microsoft Entra ID, endpoint management, device enrollment, and security configuration.
- Configure and maintain Windows endpoints using appropriate management and deployment tools.
- Support cloud-based applications and SaaS platforms used by clients.
- Assist with migrations, tenant configuration, user onboarding/offboarding, and technology transitions.
Cybersecurity & Business Continuity
- Follow and enforce company and client security policies.
- Assist with endpoint security, antivirus/EDR, multi-factor authentication, email security, and access controls.
- Support security assessments and remediation activities.
- Monitor and respond appropriately to potential security incidents.
- Assist with backup monitoring and business continuity procedures.
- Help ensure client systems follow established security and compliance standards.
Projects & Implementation
- Participate in new client onboarding and technology deployments.
- Lead or assist with workstation replacements, network installations, server upgrades, cloud migrations, and office technology projects.
- Coordinate with vendors, Internet service providers, software providers, and hardware manufacturers when necessary.
- Create project documentation and provide status updates to management.
- Ensure projects are completed professionally, efficiently, and with minimal disruption to clients.
Senior-Level Responsibilities
- Serve as a technical escalation point for junior and intermediate technicians.
- Mentor less-experienced team members and share technical knowledge.
- Help establish troubleshooting procedures and technical standards.
- Identify recurring technical issues and recommend long-term solutions.
- Contribute to internal knowledge-base articles and technical documentation.
- Assist management with technology recommendations, hardware selection, and infrastructure planning.
- Maintain a professional, service-oriented relationship with clients.
Required Qualifications
- 4+ years of professional IT support, systems administration, or network administration experience.
- Strong experience supporting Windows-based business environments.
- Solid understanding of TCP/IP networking, DNS, DHCP, VLANs, VPNs, and wireless networking.
- Experience administering or supporting Microsoft 365 environments.
- Experience troubleshooting computers, servers, networking equipment, printers, and business applications.
- Strong diagnostic and problem-solving skills.
- Ability to independently manage complex technical issues from initial diagnosis through resolution.
- Excellent written and verbal communication skills.
- Strong documentation and organizational skills.
- Ability to prioritize multiple tickets, projects, and client requests.
- Valid driver's license and reliable transportation for occasional local client visits.
Preferred Qualifications
The following are preferred but not required:
- Microsoft certifications such as MD-102, AZ-104, MS-102, or related certifications.
- CompTIA Network+, Security+, or A+.
- Cisco, Fortinet, Ubiquiti, Meraki, or similar networking experience.
- Experience with Microsoft Entra ID and Intune.
- Experience with virtualization platforms such as VMware or Hyper-V.
- Experience with backup and disaster-recovery platforms.
- Experience working for a Managed Service Provider (MSP).
- Experience with RMM, PSA, ticketing, or remote-support platforms.
- Familiarity with cybersecurity frameworks and security best practices.
- Associate's or bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related discipline.
Ideal Candidate
The ideal candidate is more than someone who can simply fix a computer.
You should be someone who:
- Takes ownership of technical problems and follows them through to resolution.
- Can troubleshoot methodically rather than relying solely on trial and error.
- Understands how individual technology issues affect the client's overall business.
- Can communicate technical problems and solutions in plain language.
- Is comfortable working independently in the field.
- Knows when to escalate an issue and when to take ownership of finding the answer.
- Takes cybersecurity and data protection seriously.
- Keeps accurate documentation.
- Is dependable, professional, and respectful when working with clients.
- Enjoys learning new technologies and improving existing processes.
- Is willing to mentor other technicians and contribute to a collaborative team environment.
Compensation & Benefits
Salary: $65,000–$70,000 annually, based on experience, certifications, technical expertise, and overall qualifications.
Saphire Business Solutions intends to offer a competitive benefits package that may include:
- Medical, dental, and vision insurance
- Company-paid or subsidized employee benefits
- Paid time off and paid holidays
- 401(k) retirement plan with company matching
- Company-paid professional development and technical training
- Certification reimbursement
- Company-provided equipment
- Opportunities for advancement
- Performance-based compensation opportunities
- Professional development and continuing education
Work Environment
This is a hands-on technical position based in Wilmington, NC. The Senior IT Technician will work from the Saphire Business Solutions office.
Why Join Saphire Business Solutions?
At Saphire Business Solutions, we believe technology should make businesses more productive, secure, and efficient, not create additional problems.
Our technicians have the opportunity to work with a variety of businesses and technologies rather than being limited to the same environment every day. This role provides exposure to networking, cloud services, cybersecurity, infrastructure, systems administration, and client-facing technology projects.
For the right candidate, this position offers the opportunity to become a trusted senior technical resource and grow into expanded responsibilities in systems administration, network engineering, cybersecurity, technical leadership, or IT management.
How to Apply
Interested candidates should submit a resume highlighting relevant IT experience, technical certifications, and major infrastructure or technology projects they have supported.
Please include a brief summary of the types of environments you have supported, including any experience with Microsoft 365, networking, servers, cybersecurity, cloud platforms, or managed IT services.
Saphire Business Solutions is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law.
Pay: $65,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Paid time off
- Vision insurance
Work Location: In person
