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Senior Support Technician

Company: Paragus Strategic IT
Location: Worcester
Posted on: June 24, 2022

Job Description:

Job DescriptionParagus IT is the largest outsourced IT vendor in the Pioneer Valley, and we are just getting started. We aspire of serving 1000 customers across the entire country, and we won't stop until we get there. Ranked as one of Forbes Small Giants, we have an intense focus on culture, people, process, and continuous improvement. We are determined to be the best at everything we do, and we aren't afraid to do the hard work required to get there.We are looking for someone who is motivated, professional, and serious about a long-term career in IT. The Senior Case Agent works under the direction of our Director of Client Support. This role will be responsible for troubleshooting and resolving technical issues, either remotely or at a client's office. It is of the utmost importance to make sure we are resolving our clients' issues by our agreed upon SLAs. As an escalated resource this person will also be the go-to for less experienced technicians to get consults and guidance on issues. This role is also depended on to help with larger projects for clients from creation and design to execution and documentation completion. You will succeed in this role if you:

  • Can troubleshoot complex or time sensitive issues and identify solutions
  • Mentor and provide guidance to less experienced technicians
  • Understand issues from a client's perspective
  • Swat away a nerf dart while troubleshooting an issue
  • Can design and implement a plan for complicated solutions
  • Keep yourself motivated and busy
  • Have experience supporting the Microsoft operating system environment and web/networked computing environments (Windows Server and Desktop, MS Exchange, Active Directory, Linux/UNIX etc.)
  • Extensive experience in supporting various types of infrastructure
  • Extensive experience in networking
  • Have prior experience with help desk ticketing systems and service desk management tools (i.e. Remedy, ServiceNow, Connectwise, Autotask, N-central, Kaseya, etc.) is required
  • High degree of professionalism, attentiveness, and communication excellence (both verbal and written)
  • Ability to diplomatically interact and communicate with all levels of an organization
  • Contribute to a fun environment for all involved
  • Clearly identifies problems, and plays an active role in implementing solutions
  • Thrives in a busy, dynamic environmentResponsibilities
    • Troubleshoots and resolves technical issues either remotely or at a client site within defined SLAs
    • Participates on projects as assigned
    • Checks, validates, and updates case documentation
    • Provides technical assistance for escalated issues
    • Appropriately manages expectations of clients and peers
    • Provides on-call 24/7 support after business hours at least 3 weeks per yearIdeal CandidateWell, first, you must love to have fun. Our ideal candidate would have excellent customer service and communication skills, both written and verbal. You'll need to know your way around Microsoft Office Suite, because we use those apps for everything. The ability to multi-task is of the utmost importance, as you'll have many clients to juggle. You should have the ability to work independently, prioritize your work, and manage your time effectively, though we expect you to be a team player as well. You must have a wide and extensive knowledge in all aspects of IT. Experience supporting various types of infrastructure and M365 is a must. We also want people who are smart, creative, and willing to share their ideas about how we can make Paragus an even better company. Lastly, we hope you love beer – whether that be Root Beer or a local IPA – because we certainly enjoy ending a successful day with a pour from one of our private taps in our staff pub. Beer not your thing? That's fine, we're also really into great coffee and tacos. Hours: Full Time Salaried Exempt, Monday-Friday Compensation: $75K-$85k Powered by JazzHR0mOT1DFHOu

Keywords: Paragus Strategic IT, Worcester , Senior Support Technician, Professions , Worcester, Massachusetts

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