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Technical Support Professional

3 weeks ago

Rome, New York, United States M.A. Polce Full time

At M.A. Polce, we are seeking a highly skilled Technical Support Professional to join our team. As a key member of our IT department, you will be responsible for providing day-to-day IT support to our customers and their users.

Job Summary:

We are looking for an experienced IT professional to fill the role of Technical Support Specialist. The ideal candidate will have a strong background in supporting Windows servers and personal computers, as well as experience with supporting Cisco networks.

About You:

  • You will be responsible for providing excellent customer service by projecting a positive, helpful image and maintaining a professional attitude.
  • You will serve as the first point of contact for end-users requesting technical support over the phone, email, or service ticket system.
  • You will provide all aspects of day-to-day IT support for technologies including Cisco and Meraki network equipment, Cisco on-prem and Cloud VoIP solutions, Citrix virtual applications, Microsoft Hyper-V and VMware ESXi virtualization, Nimble Storage SAN, Windows Server 2012/2016/2019, Exchange Server 2013/2016/2019, Microsoft Active Directory, Microsoft 365, Windows 10 endpoints, Barracuda appliances, Veeam backup solutions, Axis IP video camera solutions, and more.
  • You will respond to and resolve remote monitoring and management (RMM) systems alarms and notifications for managed services customers.
  • You will submit accurate service ticket information and time in the service ticket system.
  • You will maintain technical documentation and continually improve technical skills by attending vendor training, working with experienced colleagues, earning certifications, and/or reviewing the personal development plan.

Requirements:

  • Bachelor's Degree in Computer Science or related field and a minimum of 1 year experience in IT or equivalent professional experience.
  • Ability to demonstrate proficiency providing IT support.
  • Ability to multi-task and prioritize.
  • Strong verbal and written communication skills, including interpersonal, facilitation, and effective presentation skills.
  • Ability to pass background checks.
  • Ability to obtain and maintain security clearances, if required by our clients.
  • Hold a valid drivers' license and be able to commute to local client locations, as needed.
  • Must be available to participate in on-call rotation.
  • Must be able to work flexible hours, if necessary.

Salary Estimate:

We offer a competitive salary of $60,000 - $80,000 per year, depending on experience.