Proactive
Senior Remote IT Support Technician
Proactive, Grand Rapids, Michigan, us, 49528
Proactive Technology Management is looking for an experienced IT professional to join our team. We're looking for a motivated, independent IT expert who feels confident communicating with a team of talented techs. If you like working in different client environments providing excellent customer service and technical support, this role could be for you! The ideal candidate has broad IT knowledge and high accountability that keeps them driven towards success and personal growth. We offer a fairly defined, upward path with money and responsibility. This person should be comfortable working closely with multiple clients remotely and occasionally in person.
Location:
We are looking for someone in the
Grand Rapids
or
Port Huron
area, in Michigan.
You will need to occasionally travel to clients in your area.
Proactive Technology Is Different:
Monthly check-ins and annual path planningDefined path for career development and personal growthFun, team-based approachConstantly learning new techWe are Nuts about ITThe Position:
We are hiring an experienced technician with a proven track record of quality remote IT work. This person would work a mostly fully remote schedule with occasional travel. 7-10 years working at or above Tier 3-level support or in a specialist role is preferred.
If you enjoy interfacing with multiple people on a daily basis and problem solving on the go, this role could be a great fit for you!
What to expect in your first 30 days:
Week 1 - Shadow and Learn
This is your initial introduction to our team, processes, and accounts. We make sure you understand our systems and how we use them, and help you acclimate to our company structure and what your daily schedule layout looks like. This week is a lot of shadowing and sitting in on larger projects and joining our call queue. You will start tracking your time on a regular basis in our ticketing system (ConnectWise Manage).
Week 2 - Shadow and Start Doing
After your initial introduction to the team, your shadowing will transition to more of an active role in troubleshooting and remote projects. Your schedule could include handling a few remote troubleshooting tickets and communicating with your team. Ideally our new employees will have first-hand experience in client interactions and remote troubleshooting by the end of Week 2.
Week 3 and Week 4 - Do and Observe
Approaching your first 30 days with Proactive, you should feel confident jumping in the call queue, taking tickets and hand-offs from other team members, and tracking all of your time consistently. You will have a 30-day check-in to ensure you feel confident doing the above, tracking your hours, and have a solid understanding of what your job expectations are on your team.
Your billable hours target increases each week during the first month:
Week 1 = 0 hours (time is still tracked)
Week 2 = 12 hours
Week 3 = 20 hours
Week 4 = Your set target (26, 28, 30)
Requirements
This is a fast-paced and dynamic position requiring a strong grasp of the fundamentals of
Networking, Office 365, Windows Desktops, Windows Servers, Active Directory, and Security . Troubleshooting, implementation, and installation are of the key areas of knowledge to be successful in this position.
Must Have:
7+ years of experience in an IT Support role5+ years of Office 365 and Windows Server experienceFirewall troubleshooting experience (Sophos, Cisco, Sonicwall, Watchguard)Network Setup (installing AP's, switches, and firewalls)Knowledge of virtualization and networkingAbove and beyond customer serviceGood To Have:
Bachelor's degreeIT-related certificationsMSP ExperienceLeadership ExperienceResponsibilities:
Setting Up Customer Networks (cloud to keyboard)Windows Server InstallationConfiguration MaintenanceOngoing Support (access points, firewalls, and switches)Remote troubleshooting of clientMonday - Friday scheduleOne Saturday per month for the first 18 monthsBenefits
Full Medical Benefits2 Weeks Paid VacationQuarterly Bonus and ReviewsFull TimeDental & vision insurance401(k) matching
Location:
We are looking for someone in the
Grand Rapids
or
Port Huron
area, in Michigan.
You will need to occasionally travel to clients in your area.
Proactive Technology Is Different:
Monthly check-ins and annual path planningDefined path for career development and personal growthFun, team-based approachConstantly learning new techWe are Nuts about ITThe Position:
We are hiring an experienced technician with a proven track record of quality remote IT work. This person would work a mostly fully remote schedule with occasional travel. 7-10 years working at or above Tier 3-level support or in a specialist role is preferred.
If you enjoy interfacing with multiple people on a daily basis and problem solving on the go, this role could be a great fit for you!
What to expect in your first 30 days:
Week 1 - Shadow and Learn
This is your initial introduction to our team, processes, and accounts. We make sure you understand our systems and how we use them, and help you acclimate to our company structure and what your daily schedule layout looks like. This week is a lot of shadowing and sitting in on larger projects and joining our call queue. You will start tracking your time on a regular basis in our ticketing system (ConnectWise Manage).
Week 2 - Shadow and Start Doing
After your initial introduction to the team, your shadowing will transition to more of an active role in troubleshooting and remote projects. Your schedule could include handling a few remote troubleshooting tickets and communicating with your team. Ideally our new employees will have first-hand experience in client interactions and remote troubleshooting by the end of Week 2.
Week 3 and Week 4 - Do and Observe
Approaching your first 30 days with Proactive, you should feel confident jumping in the call queue, taking tickets and hand-offs from other team members, and tracking all of your time consistently. You will have a 30-day check-in to ensure you feel confident doing the above, tracking your hours, and have a solid understanding of what your job expectations are on your team.
Your billable hours target increases each week during the first month:
Week 1 = 0 hours (time is still tracked)
Week 2 = 12 hours
Week 3 = 20 hours
Week 4 = Your set target (26, 28, 30)
Requirements
This is a fast-paced and dynamic position requiring a strong grasp of the fundamentals of
Networking, Office 365, Windows Desktops, Windows Servers, Active Directory, and Security . Troubleshooting, implementation, and installation are of the key areas of knowledge to be successful in this position.
Must Have:
7+ years of experience in an IT Support role5+ years of Office 365 and Windows Server experienceFirewall troubleshooting experience (Sophos, Cisco, Sonicwall, Watchguard)Network Setup (installing AP's, switches, and firewalls)Knowledge of virtualization and networkingAbove and beyond customer serviceGood To Have:
Bachelor's degreeIT-related certificationsMSP ExperienceLeadership ExperienceResponsibilities:
Setting Up Customer Networks (cloud to keyboard)Windows Server InstallationConfiguration MaintenanceOngoing Support (access points, firewalls, and switches)Remote troubleshooting of clientMonday - Friday scheduleOne Saturday per month for the first 18 monthsBenefits
Full Medical Benefits2 Weeks Paid VacationQuarterly Bonus and ReviewsFull TimeDental & vision insurance401(k) matching