Systems Support Technician

System Support Technician III

Role:

As a System Support Technician III, you will play a crucial role within our team, driving the success of various projects. This role will involve project work approximately 60% of the time, with the remaining time dedicated to managing escalated service maintenance and handling advanced tier 2 support tickets for a diverse range of our clients. You will be responsible for proactively addressing clients' everyday technology needs, including workstations, printers, phones, hardware and software troubleshooting, software installations, and system upgrades. A key aspect of this role is maintaining continuous communication with the account manager, project manager, and senior management, while also contributing innovative ideas to enhance our clients' technology infrastructure. This full-time position requires a commitment of 40 hours per week, with support hours from Monday to Friday, 7 AM to 5 PM, aligning with peak periods of client need. The System

Technical Support Responsibilities:

• Use our systems and tools to perform responsibilities.
• Use our process protocols for performing duties the company way. When in doubt, ask for help to solve customer issues.
• Have 75% utilization each week.
• Serve as the third contact with customers who need technical assistance.
• Handle unresolved / escalated issues from tier 2.
• Develop project plans, goals, and budgets: identify resources needed.
• Use of systems analysis techniques and procedures to determine hardware, software or system functional specifications.
• Design new or modify existing computer systems to meet client needs. This includes a needs analysis, development of a solution to fill the needs, documentation of this solution, and testing of the solution.
• Use of systems analysis techniques and procedures to determine hardware, software or system functional specifications.
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
• Assist with onboarding and offboarding project of customers.
• Watch for trending issues and propose solutions as needed.
• Be technical point of contact for Products You Champion.
• Add sales opportunities into ConnectWise as activities for Sales team to follow up with IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments.
• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Improve customer service, perception, and satisfaction.
• Ability to work independently as well as part of a team and communicate effectively.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.
• Ensure tickets are accurately documented and resolved in a timely manner.
• Collaborate with team members on assigned projects and service requests, including teams, emails, and ticketing systems.
• Maintain and update online documentation repository as needed.
• Support the team framework set up by management in carrying out assigned tasks.

ConnectWise Manage

• Creates, updates, processes, and closes tickets accurately and timely
• Manages ticket boards, statuses, and routing in accordance with defined workflows
• Maintains accurate, timely, and compliant ticket notes and time entries
• Enters accurate expense information
• Applies product to tickets correctly
• Understands procurement procedures and assists with technical information to inform sourcing decisions
• Reviews time entries for completeness and accuracy prior to ticket progression or closure
• Internal ConnectWise portal for PTO requests, internal IT tickets, and internal purchasing requests
• Utilizes approved ConnectWise integrations effectively, including:
• TimeZest – scheduling tool built into ConnectWise
• Thread – AI assistant used to triage and categorize tickets
• Nilear – versatile ConnectWise integration used to assist with scheduling and time tracking
• Future approved integrations

Communication & Collaboration Tools

• Microsoft Teams for internal communication and coordination
• Microsoft Outlook
• Email and calendar management
• 3CX Phone System
• Call handling, call logging, and voicemail management

Productivity, Reference & Documentation Tools

• Microsoft Word, Excel, and Notepad for documentation and operational tasks
• SharePoint & OneDrive
• Uses SharePoint and OneDrive effectively to locate, store, update, and share required documents and resources
• Keeper
• Secure access to and handling of stored credentials in accordance with policy
• IT Glue
• Primary information repository for customer environments, and site details
• Internal documentation, SOPs, and knowledge resources

Technical Toolset Proficiency

• OpenDNS – Web filtering and DNS‑level security platform
• Todyl – Managed XDR platform providing endpoint protection, SIEM, and SASE capabilities.
• Sentinel 1/ESET - Legacy Anti-Virus solutions
• ValiMail – DMARC and DKIM deployment platform
• Ninja RMM - Primary RMM platform used for remote access, monitoring, patching, and automation execution.
• ScreenConnect – Secondary Remote access platform, includes customer-based portal for remote work access
• AutoElevate – Privileged Access Management (PAM) tool for elevation requests and application whitelisting.
• SonicWall NSM – Firewall management portal
• Veeam – Primary backup solution, used for file and system recovery
• SonicWall Firewalls – Edge firewall platforms deployed at client sites.
• SonicWall NSM (Network Security Manager) – Centralized management, monitoring, and change control for SonicWall devices.
• Duo – Multi‑factor authentication and device trust enforcement platform.
• Need to add creating and maintaining documentation in ITG

The salary range for this position is $90,000 to $125,000.

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