Our client, a thriving managed services provider with multiple locations in Georgia, is looking for an experienced IT Support Technician- Level 3. This is a customer service oriented position requiring multi-tasking skills as the technician will be expected to work on existing service tickets as well as receive and respond to incoming tickets. The technician will receive customer support service requests via phone or email and perform remote and/or onsite technical support for customers' IT networks, servers, desktops and laptop systems. The technician will be responsible for monitoring the ticketing system and responding to incoming support requests by phone, email, and the ticketing system.

Essential Functions for IT Support Technician:

Provide remote and onsite IT technical support to client end users with the highest quality in customer service
Create and process technical support requests to resolve client issues in a timely fashion
Utilize research tools as needed in support activities including reviewing client documentation, vendor knowledgebases and publicly available resources
Maintain knowledgebase documentation to ensure accurate articles about client configurations or resolutions to known issues
Thoroughly document all client support communication and actions taken in the processing of support tickets including items such as the specific steps taken to resolve issues, communicating ticket status and setting client expectations
Perform timely follow up activities with clients by e-mail or phone to verify success of support activities when client was unavailable for review at the time of service (for example after hour service)

Knowledge/ Experience/ Qualifications:

5+ years of hands-on experience configuring, troubleshooting, and repairing Cloud-based networking, Windows servers and workstations, Firewalls, Microsoft 365, Active Directory and Azure Domain Services.
Senior level experience with Networking
Senior level experience with Cloud Networking.
Senior level experience with Windows 7, Windows 10, Windows 11
Senior level experience with DNS, VPN, DHCP, WINS.
Hands on experience with Cyber Security
Excellent high-level troubleshooting, attention-to-detail, organization, communication and customer service skills.
Excellent time management skills and the ability to efficiently multi-task, adapt and stay calm under pressure to any changes or client emergencies.
A+ / Security + / Network+ Certification (additional certifications are a plus)
Minimum of 5 years experience working in an IT support role – MSP (Managed Service Provider) experience a must.
Excellent problem-solving skills with the ability to efficiently work client technical issues through to resolution using knowledge, experience, system documentation, vendor support and online resources
Installation and support of server technology – Microsoft Windows Server, Active Directory, DHCP, DNS, FTP, IIS, VPN, TCP/IP, Remote Desktop/Terminal Services, VDI, SOPHOS, Meraki, Fortinet, Office/Microsoft365, Azure AD, Intune, Google Apps, domain management, Hyper-V, VMware ESX, SQL, network topology, network printers, scanners, hardware and software installation
Installation and support of workstation technology – Microsoft Windows (workstation operating systems), Microsoft Office Suite, QuickBooks, Adobe Acrobat, Firefox, Chrome, Remote Desktop, software installation, printer installation, driver installation

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