Serve as a trusted, client-facing technical authority for escalated and complex support needs, managing both the technical solution and the client's experience.
Expertly diagnose and resolve difficult, non-routine issues across Windows, macOS, Linux, Microsoft 365, Google Workspace, and mixed cloud/on-prem environments.
Own issues end-to-end including in-depth investigation, root cause resolution, meticulous documentation, and consistent client communication.
Provide advanced support for networking components such as firewalls, switches, VPNs, VLANs, DNS/DHCP, Wi-Fi, and routing, including complex troubleshooting and configuration.
Partner with teammates in a non-tiered support structure that values cross-functional collaboration and shared ownership.
Participate in client projects including migrations, deployments, security initiatives, and system upgrades.
Identify recurring issues and recommend automation, tooling improvements, or process changes.
Maintain clear, accurate documentation and contribute to internal knowledge resources.
Provide onsite support to NYC-area clients as needed.

Requirements

2–5+ years of demonstrable experience in an MSP or fast-paced, multi-client, multi-site IT support environment.
Exceptional troubleshooting skills across systems, networking, cloud services, and security fundamentals.
You must be able to diagnose problems beyond level 2 support.
Proven, customer-first mindset with outstanding interpersonal skills and the ability to communicate complex technical concepts clearly and calmly to non-technical users and C-level stakeholders.
High level of comfort diagnosing unfamiliar technologies through logic, research, and experimentation, not just rote knowledge.
High ownership mentality — you don’t pass problems along, you solve them and manage the client relationship through the entire process.
Proactive approach to improving processes, documentation, and tooling.
Desire to keep learning and expanding technical depth.
Certifications (Microsoft, Cisco, CompTIA, etc.) are a plus but not required.

Benefits

Elite Support Culture: Technical excellence paired with deep, consultative client relationships.
Non-tiered Team Structure: Autonomy to solve problems end-to-end, accountability, and direct control over the client's positive outcome.
Variety and Growth: Exposure to diverse environments that rapidly build expert-level troubleshooting skills.
Impact-Driven Work: Your ideas for efficiency, automation, and improvement are encouraged and implemented.
Supportive Culture: Curious, collaborative teammates who value quality work, mutual respect, and strong communication.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingWindowsmacOSLinuxMicrosoft 365Google WorkspacenetworkingfirewallsVPNsDNS/DHCP

Soft Skills

interpersonal skillscommunicationproblem-solvingclient relationship managementproactive approachownership mentalitycross-functional collaborationcustomer-first mindsetadaptabilitydesire to learn

Certifications

MicrosoftCiscoCompTIA