Job Overview:
We are Vertikal6, a Managed Service Provider (MSP) serving the Southern New England area and national customer markets by providing managed and co-managed IT services. Our motto is Technology Elevated, with our core focus on providing Enterprise level service to our Small and Medium Business (SMB) customer base. We are a dynamic organization taking great pride in our company, our talented team, the service we provide to our customers, and our community.
The Support Technical Level 3 is a senior role in our Service Desk team supporting our customers both remotely and occasionally onsite. Having previous technical support experience, the ideal candidate is an excellent customer communicator, working to build report, and serve as trusted technical advisor to the customer. Their primary focus is resolving the most technically and politically complex issues both directly and in an escalation capacity. They lead by example and willingly share knowledge to help our customers and support our team growth. As an experienced professional, they are capable of independently troubleshooting and resolving a wide range of issues in both remote and on-site scenarios. They are experienced in troubleshooting and configuring a wide range of products from workstations, printers, servers, Office 365, Azure, to firewalls, routers, switches, VOIP, and wireless networks. This role is full-time in the office at our Warwick, RI location with occasional local travel onsite to our customers in the Southern New England area if onsite troubleshooting is needed.
Responsibilities and Duties:
- Provide Level 3 support for advanced and escalated workstation issues including computer hardware, Windows, and Mac OS performance/configuration, M365 or Google Workspace administration and applications, security breaches & incident management, VPN and network connectivity issues (DNS, DHCP, FortiGate firewall), customer applications, email, file access and recovery, print/fax, etc.
- Serve as a bridge by identifying when an issue needs assistance from the NOC or 3 party vendors and working with other teams as needed to drive issue resolution.
- Provide superior customer service, keeping customers updated every step of the way, listen, empathize, and follow through on all commitments.
- Complete Time entries for all work being done on tickets, and accounting for 100% of all time with a concentration of 80% on customer billable activities.
- Keeping client documentation up to date when changes are made, or new SOPs created.
- Takes ownership of tasks and tickets, following through to ensure complete resolution.
- Takes personal interest in, and responsibility for the quality of work they perform.
- Ability to deal effectively with stressful situations.
- Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members.
- Understands that the success of individuals is measured by the success of their teams.
- Ability to quickly learn new technologies using self-study materials and intuition.
- Ability to articulate technical information clearly and simply to non-technical people.
- Actively mentor Apprentices and Technicians to build team’s skills.
- Is self-motivated and can be self-directed when necessary.
Qualifications and Skills:
- Bachelor’s degree preferred or equivalent combination of education and experience
- 5+ years technical support experience with advanced customer service skills
- Preferred: Microsoft 365 or Azure certifications, MCSA, MCSE, CompTIA Network+, CCNA
- Preferred: Knowledge and experience working with AutoTask, Hudu, and Datto RMM
- Advanced understanding of installing, configuring, and troubleshooting Windows (10 Pro, 11) and Mac workstations
- Intermediate understanding of Windows and Azure Active Directory administration
- Advanced understanding of Microsoft365 administration and applications
- Advanced understanding of workstation connectivity including networking and VPN
- Intermediate understanding of firewalls, routers, switches, and wireless technology
Need Not Apply if:
- If you do not love working with customers and gain personal satisfaction by helping them solve business problems via IT.
- If you are not hard wired to turn over stone after stone until you find the answer.
- If you do not look at challenges as an opportunity to learn and grow.
- If you do not enjoy being a part of a team, sharing your knowledge and helping others grow their knowledge.
- If you do not want to perform all the role's responsibilities and duties.
- If you do not have previous experience working as a Support L1/L2 technician and/or engineer.
Job Type: Full-time
Pay: $75,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Experience:
- Customer service: 3 years (Preferred)
Ability to Commute:
- Warwick, RI 02886 (Preferred)
Ability to Relocate:
- Warwick, RI 02886: Relocate before starting work (Required)
Work Location: In person
