Support Technician

Job Description

Job Description

About This Role

We are building one of the best support teams in the business, and we are looking for someone who wants to be part of it. Not someone who is just looking for a job in IT, but someone who genuinely loves support work, takes pride in being the person who figures it out, and thrives when they are surrounded by other technicians who hold themselves to a high standard. If you are the kind of person who wants to be in the trenches with a tight knit team, grow alongside people who push each other, and help build something worth being proud of, this is the role for you.

We are a managed services provider that is actively investing in AI tools and the people who know how to use them. If you are already weaving AI into your day to day work to move faster and solve problems better, you will fit right in here.

This position is fully on-site at our West Palm Beach headquarters. MSP experience is required.

Roles & Responsibilities

Technical Support

• Own and resolve complex escalations across the full support stack including hardware, software, networking, servers, cloud infrastructure, and client business applications
• Serve as an escalation point for less experienced technicians, helping drive resolution on issues that are technically challenging or have no established documentation
• Resolve issues affecting entire sites or entire user bases, including full site outages and recovery scenarios
• Diagnose and resolve issues across Windows and macOS environments including advanced configuration, profile repair, and OS-level troubleshooting
• Support Windows Server environments including troubleshooting, maintenance, recovery, and virtualization platforms
• Support and maintain Microsoft 365 environments: Exchange Online, SharePoint, Teams, Intune, Entra ID (Azure AD), and Defender
• Manage endpoint security tooling including EDR/MDR platforms and ensure client endpoints remain protected and compliant
• Support backup and disaster recovery situations, working through recovery procedures under pressure
• Respond to and help contain cybersecurity incidents in coordination with senior engineers and security tooling
• Handle network-layer troubleshooting including VLANs, DNS, DHCP, firewall rules, and VPN, escalating to infrastructure when appropriate
• Support VoIP phone systems across client environments
• Support client-specific business applications, working with vendors and internal resources to drive issues to resolution

Ticket Management & Documentation

• Maintain clean, detailed documentation throughout the life of every ticket, not just at close
• Provide accurate time entries, clear resolution notes, and next-step documentation that any teammate can pick up without re-asking the client
• Identify patterns in recurring issues and document root cause findings or recommend permanent fixes
• Follow established escalation paths and contribute to the team knowledge base

Client Communication & Training

• Communicate directly with clients via phone, email, and in person in a professional and confident manner while setting accurate expectations and following through
• Build genuine rapport with clients across all situations, including difficult ones
• Keep clients informed of status throughout the resolution process so no one has to chase you for an update
• Develop and lead training for clients and internal team members when the situation calls for it

Team Collaboration

• Work alongside teammates to solve difficult problems and share what you learn along the way
• Collaborate with vendors to resolve technically complex issues
• Participate in team stand-ups, knowledge shares, and process improvement discussions
• Contribute to a culture of continuous improvement, including sharing AI-assisted workflows and techniques that make the whole team sharper
• Scope and estimate projects given client business objectives when needed

Qualifications

Technical Skills

• 5+ years of experience in IT support or IT projects, with significant time spent in a managed services environment supporting multiple clients simultaneously
• Server troubleshooting, recovery, and maintenance including Windows Server and virtualization platforms
• Cloud infrastructure support including Microsoft 365 and Azure environments
• Strong working knowledge of Microsoft 365 administration including Exchange, SharePoint, Teams, Intune, and Entra ID
• Proficiency in Windows 10/11 and macOS troubleshooting at an advanced level
• Networking fundamentals including TCP/IP, DNS, DHCP, VPN, and the ability to troubleshoot firewalls, switches, routers, and wireless access points from multiple manufacturers
• Backup and disaster recovery experience including hands-on recovery scenarios
• Cybersecurity incident response including experience with EDR/MDR and email security platforms
• VoIP phone system support
• Active Directory and Entra ID (Azure AD) administration
• Experience with RMM and PSA tools
• G Suite for Business familiarity is a plus
• Actively uses or is exploring AI tools to work more efficiently and solve problems faster
• Microsoft certifications preferred but not required if experience is strong

Non-Technical Skills

• Strong communicator via phone, email, and in person, client-ready at all times
• Hustle and urgency, today not tomorrow
• Empathy and genuine care for the people behind the tickets
• High attention to detail in documentation and process adherence
• Calm under pressure with strong critical thinking skills when the situation is new or undocumented
• Confident, self-starting, and comfortable working without step-by-step direction
• Positive attitude and a sense of humor, this is a fast-moving environment and the right person enjoys the ride
• Proven team player who makes the people around them better