Haviland Broadband

IT Support

• Act as the initial point of contact for client technical issues.
• Provide onsite and remote technical support to business clients for desktops, laptops, and basic network issues.
• Respond to service tickets, phone calls, and emails; diagnose and resolve Level 1 issues efficiently.
• Maintain clear, professional communication to gather problem details and provide timely updates and resolutions.
• Perform root cause analysis and develop sustainable solutions to recurring technical problems.
• Administer and maintain Windows Servers, Active Directory, Microsoft 365, DNS, DHCP, and group policies.
• Manage virtualization environments (Hyper-V, VMware), backup solutions, and endpoint security tools.
• Ensure proactive system updates, patching, and monitoring for client environments.
• Configure and troubleshoot firewalls, switches, routers, and wireless infrastructure.
• Support secure remote access solutions (VPNs), VLANs, and internal/external networking issues.
• Lead or assist with IT projects including migrations, infrastructure deployments, and system upgrades.
• Provide onsite support for installations, escalations, and project execution as needed.
• Maintain proactive communication with clients, offering guidance, progress updates, and documentation.
• Mentor junior technicians and provide internal support for skill development.

Business IT Support Specialist

• Act as the initial point of contact for client technical issues.
• Provide onsite and remote technical support to business clients for desktops, laptops, and basic network issues.
• Respond to service tickets, phone calls, and emails; diagnose and resolve Level 1 issues efficiently.
• Maintain clear, professional communication to gather problem details and provide timely updates and resolutions.
• Perform root cause analysis and develop sustainable solutions to recurring technical problems.
• May serve as a technical escalation point for Tier 1 and Tier 2 support teams as experience increases.
• Administer and maintain Windows Servers, Active Directory, Microsoft 365, DNS, DHCP, and group policies.
• Manage virtualization environments (Hyper-V, VMware), backup solutions, and endpoint security tools.
• Ensure proactive system updates, patching, and monitoring for client environments.
• Configure and troubleshoot firewalls, switches, routers, and wireless infrastructure.
• Support secure remote access solutions (VPNs), VLANs, and internal/external networking issues.
• Assist with network upgrades, assessments, and migrations.
• Work closely with sales and account managers to assess client IT needs and design tailored technical solutions.
• Participate in client meetings to present technical concepts and recommend appropriate products or services.
• Provide input on proposals, quotes, and scopes of work for new projects or service opportunities.
• Lead or assist with IT projects including migrations, infrastructure deployments, and system upgrades.
• Provide onsite support for installations, escalations, and project execution as needed.
• Coordinate with vendors and internal teams to ensure successful project delivery.
• Maintain proactive communication with clients, offering guidance, progress updates, and documentation.
• Build trusted relationships through responsiveness, reliability, and strategic insight.
• Provide informal training and support to end users as part of ongoing service delivery.
• Maintain detailed documentation of configurations, procedures, and resolutions in ticketing systems.
• Contribute to internal knowledge bases and share best practices across the technical team.
• Mentor junior technicians and provide internal support for skill development.