Company Description:

Bit One IT Solutions, LLC, based in Lake Forest, CA, specializes in delivering dependable managed IT and security solutions, coupled with outstanding support for small and medium-sized businesses nationwide. Our commitment to rapid response and exceptional customer service helps ensure minimal downtime and efficient resolution of IT issues for our clients.

Role Description

We are seeking an experienced IT Specialist Lead to oversee our support team and ensure clients receive seamless, effective technical support. In this role, you'll take the lead in troubleshooting, maintaining, and optimizing client systems, helping businesses stay productive with minimal disruptions. This position is ideal for a well-rounded IT professional looking for a growth path into an IT Manager role.

Core duties:

Lead and mentor the support team, ensuring that service level agreements (SLAs) and customer satisfaction are consistently met
Respond to and manage support requests via phone and ticketing systems
Provide help desk / technical support to computer users across a variety of environments
Manage ticket queue in a timely manner with adequate follow-ups to ensure SLAs are met and customer satisfaction
Maintain comprehensive documentation for client systems, communications, processes, and support solutions
Maintain and troubleshoot all software & hardware for end-user devices
Setup, repair, and deploy new hardware and software solutions, both remotely and on-site
Participate on administrative tasks and special projects as needed
Deploy and enforce company cyber security policies and procedures

The ideal candidate will have the following technical and personal qualifications:

Qualifications (Technical)

3+ years of experience in a corporate support role, or preferably in an MSP environment.
Strong expertise in managing Office 365 environments (SharePoint, Teams, Azure, Intune, Exchange Online).
Proficiency of desktop and server OS including OSX, Windows 7, 10, 11, Server 2016, 2019, 2022, and Microsoft technologies.
Networking knowledge, including LAN\WAN technologies, VLAN, ACL, VPN, SonicWALL, UniFi, Sophos.
Strong problem-solving skills with an ability to identify root causes and implement solutions or temporary workarounds.

Qualifications (Personal)

High-level customer service skills, with clear communication abilities.
Seeks gratification and pride in work.
Ability to muti-task effectively in a fast-paced environment.
Professionalism, reliability, and an outgoing personality.
Self-starter who can work independently but thrives in a team environment.
Maintain focus and keep attention to detail in multiple environments.
Strong attention to detail, accountability, and integrity in service delivery.
Ability to lead by example and mentor junior staff effectively.

Good-to-have (but not deal-breaker) skills and experience

Experience with VMware or Hyper-V.
Knowledge of Linux systems and command-line interface (CLI).
Familiarity with RingCentral and or other VoIP technologies.
Experience with Datto SIRIS/SaaS, CrashPlan and other cloud-based backup solutions.
Knowledge of Kaseya BMS, IT Glue, and VSAX, Kaseya 365.
Familiarity with Avanan, GravityZone, and Passly.

Other position related information:

Job Type: Full-time / in-office
Compensation: $62,950 - $69,950 annually - Depending on experience
Benefits: Paid time off / paid major holidays, passed certificate test reimbursements, health benefits and retirement plans starting 2025
Business hours: Monday to Friday 8:00 am to 5:00 pm. Most clients on same schedule apart from a few
Education: Bachelor’s degree preferred, not required.

Bit One IT Solutions, LLC

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