What are the responsibilities and job description for the Support Technician position at IP Pathways?
Title: Support Technician
Department: Tier-1 Support
Hours: M-F 8am-5pm EST
About Us
IP Pathways is a premier Managed Service Provider (MSP) delivering cutting-edge IT solutions and unparalleled service. We turn IT into a strategic investment, helping businesses move faster, innovate, and gain a competitive edge.
Job Summary
Join our rapidly growing team at IP Pathways, where we have doubled in size over the last few years! As a Support Technician, you will provide first-level technical support to our customers, primarily interacting with IT professionals and end-users. This full-time role is perfect for a self-starter with excellent communication skills. While technical expertise is essential, we are committed to training the right candidate on our comprehensive product set.
Key Responsibilities
- Patch systems and monitor backups, addressing related issues.
- Respond to client system tickets, escalating as necessary to on-call engineers.
- Maintain high levels of customer satisfaction and continuously strive for improvement.
- Support and maintain our data center networks.
- Provide technical support for our full product suite.
- Perform additional duties as assigned.
Requirements
- 1-2 years of experience supporting or implementing technology solutions.
- Experience or exposure to the following technologies is preferred:
- Networking and system infrastructure (servers, switches, firewalls, etc.)
- Linux-based operating systems and command-line tools (bash, vim, etc.)
- Windows patching using automated systems and manual management via Windows Update.
- Troubleshooting a wide range of Windows Operating System issues.
- Firewalls and network security devices.
- Cisco VoIP, wireless networks, VPN (IPSec, SSL, etc.), load-balancing, and application acceleration.
- Excellent written and verbal communication skills.
- Strong multitasking abilities and attention to detail.
- Team-oriented with the ability to thrive in a fast-paced environment.
Qualifications
- Associate's degree in computer science, Information Technology, Engineering, Business Systems, or relevant IT certifications preferred, but not required.
- Knowledge of firewalls, whitelisting/blacklisting, and VPN setup/troubleshooting.
- Familiarity with server and PC hardware, including component replacement.
Physical Requirements
- Ability to rack servers, switches, and other data center equipment.
Why IP Pathways?
- Competitive Benefits: Lucrative healthcare benefits and 401k with company match.
- Work/Life Balance: Flexible and accommodating work schedules to support family needs.
- Ongoing Training: Opportunities for continuous education and certifications in sought-after technologies.
Next Steps
If you are looking for a challenge and want to join a culture of technical excellence and customer dedication, apply today!
Sponsorship/Relocation
Applicants must be authorized to work in the United States on a full-time basis. Sponsorship for employment visa status and relocation reimbursement are not offered for this position.
