Overview
- Salary Range: $85,000–$100,000 per year
- Job Type and classification: Full-time, exempt
- Schedule expectations: 5 days/week, on site at least 3 days per week (at the Macktez office and at times at client offices)
- Projected start date: 4/15/24
- Unable to provide sponsorship
About
Working within our Technology Services department, the Senior IT Support Specialist will bring real world experience in technical support, with a focus on MSP and Network troubleshooting. Members of this department report to the Director of Technology Services, and are responsible for break/fix user support, MSP services, and network troubleshooting. The Senior IT Support Specialist will respond to a wide range of requests from clients, automated systems and alerts, and other Team members. The Senior IT Support Specialist will also support the work of our Projects department, which designs and deploys new solutions for Clients ranging from network overhauls to conference room equipment installations.
Responsibilities (what you’ll do)
- Perform on site and remote troubleshooting for workstations, networks, and servers.
- Create and maintain clear, accurate, and informative documentation for hardware, applications, and standard operating procedures (SOPs).
- Provide technical support of networking equipment: WAN and LAN connectivity, routers, firewalls, and security.
- Troubleshoot and resolve technical issues involving Google and Microsoft’s core business applications, Cloud offerings, and environments for clients.
- Manage and support disaster recovery and business continuity solutions.
- Communicate with clients and Team members regarding incident progress, impending changes, agreed outages, and resolutions.
- Work in a collaborative team environment, as well as independently.
- Prioritize and complete on time a wide range of requests, coming from tickets, escalated tickets from other Team members, project plans, and other requests from users and Team members.
- Provide feedback and guidance to other Team members on documentation as well as technical solutions.
Qualifications (what you bring)
- 3–5 years of help desk support experience
- Intermediate to advanced networking experience:
- A solid theoretical and practical understanding of TCP/IP networking concepts and technologies (e.g. DNS, TCP/UDP, DHCP, subnets, broadcast domains, multicast, VLANs, ARP, SSH).
- Extensive experience with LAN/WAN networks (e.g. firewall and switch configuration, routing, IPSec, SSL, NAT/PAT, fiber optics).
- Strong personal organization, prioritization, and time management skills.
- Excellent interpersonal and communication skills (written and verbal). You enjoy working with people of varying technical proficiencies.
- A proven track record of staying calm under pressure. You collaborate effectively and provide excellent customer service even in stressful circumstances.
- Experience authoring and updating detailed, clear technical documentation.
- Curiosity and a passion for learning new technologies. You probably have a home lab that you are excited to talk about.
- You enjoy mentoring and teaching others.
- Sound judgment: you can diagnose technical issues and recognize when issues should be escalated.
- Expertise in macOS and Windows troubleshooting (e.g. System Administration, MDM, Encryption)
- Experience managing Microsoft Active Directory, Okta, JumpCloud, or another identity management service (e.g. AD, Azure AD, LDAP, RADIUS, SAML, SCIM)
- Ability to work 3–5 days per week at Macktez’s East Village office, and on site at client offices throughout the NYC area as needed.
Additional Preferred Qualifications:
- At least 1 year of MSP experience
- Working knowledge of ticketing systems
- Experience with Cisco, Sonicwall, Mist, and Ruckus configuration and administration
- Experience with cloud computing (Azure, AWS, GCP)
Benefits
- 12 paid days off
- Medical, dental, and vision benefits
- Access to a 401(k) with company matching
- Access to commuter benefits
- Discounted CitiBike membership