Senior Support Technician

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Lead responses to high-severity incidents, including P1 and major incident scenarios.

• Provide technical guidance and coordinate responses among the Service Desk, NOC, Professional Services, and vendor resources.

• Implement root-cause fixes from Problem Management, including complex remediation, known error resolution, and preventive measures post-incident.

• Take ownership of and enhance Service Desk runbooks, technical standards, and knowledge base content in Confluence and IT Glue.

• Eliminate outdated or conflicting documentation.

• Drive automation enhancements by scripting standard fixes, optimizing RMM automation, and identifying procedures that prioritize automation.

• Offer technical coaching and support to Support Technician I and II team members.

• Collaborate on complex tickets, review knowledge articles, and conduct technical training sessions.

• Analyze individual client issues and identify cross-client Problem Management trends that necessitate Tier 3 investigation.

• Demonstrate standards for ticket documentation, time entry, and closure.

• Collaborate with the Service Desk Manager on items in the Continual Improvement Register and service enhancement plans.

• Represent the Service Desk in cross-practice coordination with Professional Services, NOC, and vCIO regarding shared work, transitions, and improvement initiatives.

• Maintain accurate ticket documentation, time entries, and schedules within ConnectWise PSA.

• Participate in the weekly on-call rotation.

• Complete additional tasks as assigned by management.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, a related field, or equivalent experience.

• Over 7 years of support experience.

• Extensive troubleshooting knowledge across enterprise networking, Windows Server, Microsoft 365, Azure and Entra ID, virtualization, backup and disaster recovery, and security tools.

• Proficient in installing, repairing, and maintaining network and infrastructure equipment.

• Strong analytical skills, problem-solving abilities, and expertise in root-cause analysis.

• Excellent verbal and written communication skills with the capacity to lead technical bridges and post-incident reviews.

• Proficient with ConnectWise PSA, ConnectWise RMM (Automate), IT Glue, Confluence, and scripting for automation (PowerShell).

• Solid understanding of ITIL practices, including incident, problem, change, and continual improvement.

• Aptitude for coaching and mentoring, with the ability to enhance the technical skills of Support Technician I and II peers.

• Capability to uphold documentation and quality standards without causing delays.

• Relevant Microsoft, ConnectWise, and security certifications are encouraged.

• A minimum of one new proctored industry certification per year is expected.

🏝️ Benefits

• 401k with a 100% match up to 6% employee contribution.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Employer-paid Life Insurance at 3x your salary.

• Employer-paid Long-term Disability.

• Employer-paid Short-term Disability.

• Employer-paid access to financial planning services.

• Employee Assistance Program (EAP).

• Holidays.

• Paid Time Off (PTO).

• Weekly on-call rotation with after-hours coverage as backup to Endeavor IT's third-party after-hours service.