IT Support Specialist

Tower Technology Solutions is currently seeking candidates for the position of: IT Support Specialist

General Summary

We are looking for an IT Support Specialist with 2-4 years’ experience who can work with a team as well as individually. This role will directly interact with clients and our internal team, making interpersonal skills very important. The ideal candidate is technically sound, self-motivated and loves helping people while solving problems.

At Tower, we encourage autonomy and self-direction, but as a member of our team, you are never alone. We believe in collaboration, support for each other, and growth through training and learning at all levels.

Essential Duties and Responsibilities

· IT support relating to hardware/software technical issues involving core and ancillary systems and business applications, as well as physical and virtual environments.

· Support services for all customer technologies. This will include system requirements, compatibility, specifications, processes and working parameters.

· Support Microsoft 365 services.

· Provide technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, security and VPNs

· Communication with customers as required: keeping them informed of incidental progress, notifying them of impending changes or agreed outages

· Interpersonal skills: phone and in-person communication skills, active listening and customer-care

· Diagnosis skills of technical issues

· Research and development where required

· Technical awareness: ability to match resources to technical issues appropriately

· Service awareness of all organization's key IT services for which support is being provided

· Understanding of support tools, techniques, and how technology is used to provide IT services

· Self-motivated with the ability to work in a fast-moving environment

· Responsible for documenting work detail and time and as they occur

· Site work at customers’ locations will be required.

Additional Duties and Responsibilities

· Soft skills - Improve customer service, perception, and satisfaction

· Ability to work in a team and communicate effectively

· Escalate service or project issues that cannot be completed within agreed service levels

· Develop in-depth knowledge of applicable services and how they relate to customers’ needs

· Understand and follow internal processes and procedures as defined

· Professional IT Certifications preferred but not required

Preferred Skills

· Experience with ticketing systems

· Prior MSP or multi-site experience

· Professional IT Certifications preferred but not required

If you have these skills and would like to join an organization that puts employees and customers first, we would love to hear from you!

The total compensation package for this position will be based on the skills, experience and qualifications of the selected candidate.

Job Type: Full-time

Salary: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k), Dental insurance, Health insurance, Paid time off and Vision insurance

Job Type: Full-time

Work Location: In person and field service

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person